One interesting statistic to come out of Ofcom recently was the news that Tesco Mobile generated the lowest number of complaints in its latest report.
The MNVO is celebrating its fourth consecutive year of success and challenging the bigger MNOs who are trailing behind, including Vodafone, whose high number of complaints have now prompted an Ofcom investigation.
But, is it fair to compare the two? Tesco is servicing a relatively niche sector with a market share of just 7.4% against Vodafone’s 19% share. It’s fairly obvious that having more customers is going to result in having more complaints.
The figures relate to Q4 2014 and show Tesco complaints per 1,000 customers at 0.02 while Vodafone’s were 0.15 complaints per 1,000 customers between October and December. Virgin Mobile (0.07), O2 (0.04) and Three (0.03) all received fewer customer complaints than the industry average of 0.09 per 1,000.
Meanwhile Satmetrix, the leading global provider of cloud-based solutions for managing and improving customer experience, released its UK Net Promoter benchmark reports ranking UK companies according to consumers’ likelihood of recommending them, covering nine sectors and more than 60 well-known brands and again Tesco Mobile ranked top of the customer loyalty charts in the mobile sector with a Net Promoter Score of +38.
The full results of the Satmetrix mobile sector survey saw Tesco Mobile rated first, Three came second, O2 third, Virgin Mobile fourth, Vodafone was fifth and EE sixth.
Here at SmartIPX we work with our MNVO customers, like Stour Marine, to ensure QoS and QoA are the best they can be through our deployment of Cataleya’s Orchid One, a Network Session and Application Manager, (an enhanced Session Border Controller (eSBC)).
Speaking back in April, Stour Marine’s Chief Technical Officer Ollie Potts says of the partnership: “We’ve gone from one or two queries per week on the quality of voice calls to none at all. That’s been the case now for the past three months. We’re very proud of this.”
Independent network consultancy testing and analysis company Miercom recently awarded Orchid One a Performance Verified Certification and highlighted the QoA and QoS capabilities of the eSBC.
SmartIPX’s CEO Paul Tindley says: “We use Orchid One to deliver enhanced quality of service (QoS) and quality of experience (QoE) for our mobile virtual network operators (MVNO) and service provider customers around the globe.
“The Network Session and Application Manager gives us the ability to monitor QoS and QoE in real-time which enables us to deliver a differentiated network management performance.”
As experts in Cloud managed service delivery, we provide 24*7 service and surveillance from our network operations centre (NOC) at the heart of London’s Docklands.
Talk to us today about partnering for growth – we have decades of experience in quick and efficient delivery. We look forward to a conversation.