Fizzback clients, T-Mobile and O2, have achieved the highest scores in customer service and First Call Resolution (FCR) within the UK mobile industry, according to a recent report published by the independent regulator Ofcom.

The report looking generally at customer service within the UK communications industry, pitted T-Mobile and O2 against other mobile industry companies with both organisations coming 1st or 2nd in most categories. They were also recognised as making significant improvements to their services since 2009 in which a similar report was published.

For overall satisfaction for customer service, T-Mobile and O2 were joint top with 72% of their customer base satisfied, with T-Mobile only having 9% of their customers dissatisfied. When compared to their competitors, some saw as much as 50% more dissatisfied customers than Fizzback clients.

 

O2 and T-Mobile also both scored highest for First Call Resolution, scoring 62% and 61% for issues being resolved on the first call. T-Mobile’s average number of calls needed to resolve an issue with a customer was the lowest with 1.59, with O2 scoring 1.64. In comparison, competitors were only able to average 1.82 calls to resolve an issue.

“We are delighted that T-Mobile and O2 provide industry leading service to their customers. Great service, coupled with the focus to improve FCR will greatly increase customer satisfaction and reduce the number of repeat calls. In our experience each 1% point increase of FCR can reduce OPEX by 2.5%, saving our clients hundreds of thousands of pounds a year,” said Rob Keve, CEO, Fizzback.

The report also underlined that delivery on customer service has a direct impact on customer loyalty. These findings tie closely to the feedback gathered by Fizzback; by ensuring the issue is resolved on the first occasion, customers are not only more satisfied but also more loyal, reducing churn. Fizzback clients are uniquely positioned to increase their FCR by implementing our own Natural Language Processors to highlight, and accurately pin-point key areas for improvement and applying subsequent cultural transformation and targeted adviser training requirements.

At Fizzback, we are leading experts in customer experience management; helping our clients to listen, respond and act in real-time to their customers at the point of experience – increasing customer satisfaction and advocacy.

For more details of the Ofcom report click here.

About Fizzback

Fizzback is the leading software provider for Real-Time Customer Feedback and Customer Experience Management (CEM) resulting in increased customer loyalty and employee performance. The award winning Fizzback solution helps companies listen, respond and act in real-time to their customers’ comments. Feedback captured at the point of experience is analysed automatically using natural language processing, driving relevant responses, prompting company action and providing powerful insight into the voice of a previously silent majority. Fizzback enables businesses to derive true economic benefits by increasing customer lifetime value and positive word-of-mouth. Tesco, Eurostar, T-Mobile, O2 and other major Global Telecommunication companies make up just a part of our ever-growing customer base.