Mystery Caller investigates how easy it is to get hold of a PAC code and which CSAs would pull out the stops to keep them on their network
6: Orange
She hadn’t listened, so this was a mark down straight away
Manner – 2/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 1/5
Overall – 2/5
Total – 13/30
5: T-Mobile
It didn’t make sense. Why should every CSA I speak to ask for all these obscure details?
Manner – 4/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 3/5
Overall – 3/5
Total – 18/30
4: O2
It was nice to know, but I didn’t see how it was going to convince me to stay
Manner – 4/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 2/5
Clarity – 3/5
Overall – 2/5
Total – 19/30
3: Virgin Mobile
After being asked for everything except a bit of my DNA, I had to set a password and a security question
Manner –3/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 3/5
Total – 20/30
2: Vodafone
He didn’t pull any more tricks out of the bag and went about sourcing the code for me
Manner – 4/5
Understanding –4/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 3/5
Total – 21/30
1: Three
The fact that he had the initiative to throw in a deal to try to keep me onboard, was appreciated
Manner – 4/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 24/30
Summary
It was a disappointing performance from the majority of CSAs this week.
I had thought the desire to keep a customer would bring out the best in them, but most didn’t seem too fussed to lose a customer. Perhaps it would have been different if I was an ‘end of contract’ pay monthly customer. We will never know.
Mavi from Virgin was polite the whole way through and ultimately did what was asked of her; while Caroline from Orange could have paid more attention to detail. Frankie from Vodafone and Sally from O2 both found it hard to believe their networks could ever be bad, but ultimately did what was asked.
T-Mobile’s double-security policy lost it points, but credit to Alvin for the professionalism he showed to a frustrated customer. The unnamed CSA from Three pulled out the best performance of the week with his attempt to keep me at the network.
Full review in Mobile News issue 488 (May 9, 2011).
