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Optus’ shuttered Virgin Mobile wins another telco customer service award

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Mobile phone service provider customer satisfaction, August 2018 vs August 2017


(Image: Roy Morgan Single Source Australia)

Optus’ shuttered mobile virtual network operator (MVNO) Virgin Mobile has won another customer service award, taking out the Roy Morgan Mobile Phone Service Provider Monthly Customer Satisfaction Award with a score of 88 percent for August.

This marked a 12 percent rise from its score this time last year, Roy Morgan added, with Aldi Mobile coming in second at an 84 percent customer satisfaction rating for August, up by 14 percent from last year.

“Both Virgin Mobile and Aldi Mobile have achieved multiple victories in the Mobile Phone Service Provider category in 2018, and are the leading contenders to take out the 2018 Annual Award with four months to go,” Roy Morgan said, adding that Virgin Mobile had won the award back in 2012 while Aldi Mobile took it out in 2015.

Virgin Mobile’s score shows that despite the phasing out of its brand in Australia, it is “still supporting its customer base to a high standard”, Roy Morgan CEO Michele Levine said.

“The estimated three quarters of a million Virgin Mobile customers are set to transition to Optus contracts over the next two years, although the uncertainty facing existing Virgin’s customers provides a huge potential market for rival telcos such as Telstra and Vodafone to tap into as they search for new customers,” Levine added.

“Despite the consolidation in the industry with the closure of Virgin, there is still a significant market for resellers to compete with the established networks of Telstra, Optus, and Vodafone as Australia heads towards 5G networks in 2019.”

Vodafone Australia was up by 3 percent for a rating of 78 percent; Optus was down by 1 percent for a score of 77 percent; and Telstra came in last, down by 3 percent from last year to a total customer satisfaction score of 74 percent for August 2018.

“Amaysim and iiNet are yet to win a monthly award in 2018, and were out of the top five providers in August,” Levine said.

With Virgin Mobile using the Optus network and Aldi Mobile the Telstra network, Roy Morgan also averaged out the “underlying mobile networks”, giving Optus an overall customer satisfaction score of 78 percent, while Vodafone Australia scored 77 percent and Telstra 75 percent.

In July, Virgin Mobile similarly received top ranking in an Australian Communications Consumer Action Network (ACCAN) report on telco provider customer service.

According to ACCAN’s report, barring Virgin Mobile, Vodafone provided the best service, followed by TPG/iiNet, Amaysim, Dodo/iPrimus, Skymesh, Telstra, Optus, Activ8me, and in last place Telstra-owned Belong.

Optus had in May confirmed that it would be phasing out its Virgin Mobile Australia subsidiary over the next two years, with retail stores closing in June.

Virgin Mobile stopped upgrading and selling new post-paid mobile and broadband services as of June 15, although existing customers can continue using their service as normal, with all current contracts being honoured.

“This decision comes as a result of a strategic review of the Optus and Virgin Mobile brands which was recently conducted ahead of the approaching expiry of the Virgin Mobile brand licence in 2020,” the phase-out FAQs explain.

Virgin Mobile has been continually losing market share, according to Kantar, with the market research company in November reporting the telco had lost 0.4 percentage points down to holding just 4 percent of the total Australian mobile market.

Optus has been wholesaling its 4G network to its Virgin Mobile subsidiary since 2014.

Related Coverage

Optus to shutter Virgin Mobile stores by June 30

The Virgin Mobile Australia brand will continue to operate over the next couple of years, but it will stop upgrading and selling new services on June 15, 2018.

Optus confirms Virgin Mobile closure

Virgin Mobile will be shuttered over the next two years, Optus has confirmed.

Telco that Optus shuttered provides best customer service: ACCAN

If you want the best service from an operational telco, head to Vodafone. Otherwise, pine for Virgin Mobile.

5G technology: A business leader’s guide (Tech Pro Research)

It’s still early days for 5G services, but as they’re being trialed and deployed, they’re on track to have a far-reaching impact for both consumers and businesses.

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How To Use PS5’s Screen Reader Accessibility Feature (And Why You Might Want To)

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The Screen Reader is one of the many features available in the PlayStation 5’s accessibility suite. In a nutshell, it’s a digital narrator that can automatically parse and read out any text that appears on screen while using a PS5. This means that Screen Reader can also provide audible instructions for the general operation of your PS5 console, which is another useful reason to turn it on.

Activating your PS5’s Screen Reader is as simple as flipping a switch in the console’s settings.

  1. From the PS5 Home screen, open the Settings menu.

  2. Open the Accessibility options.

  3. Open the Screen Reader tab.

  4. Activate the Enable Screen Reader toggle.

From the Screen Reader options menu, you can also control the rate at which the narrator speaks, whether it uses a masculine or feminine voice, and the volume of the narration. Additionally, while the default language of the Screen Reader is set to whatever your console’s language is, the Screen Reader has full support for 12 different languages. The supported languages include Arabic, Dutch, English, French, German, Italian, Japanese, Korean, Polish, Portuguese, Russian, and Spanish.

Finally, you can use your controller to start and stop the narration midway. Press the PS and Triangle buttons together to pause and play the narration or press the PS and R1 buttons to start the narration over from the beginning. If you ever get tired of hearing the narrator or you have enabled it accidentally, you can always toggle it back off from the Screen Reader options menu.

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5 Emergency Tools You Should Always Keep In Your Car

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You probably remember at least one time in your childhood when your parents’ car needed a jump from a neighbor using jumper cables. In recent years, however, jump starter batteries that you can keep inside your car have become cheaper and more prevalent, and they’re now a must-have for your vehicle. The upside to having a portable battery you can jump your car with is obvious — you don’t need to rely on another vehicle or willing driver to bring your car back to life. This is especially crucial if you’re in an isolated area or it’s the middle of the night.

Jump starter batteries have a few caveats, as they are more expensive than cables, take up slightly more space, and, most importantly, you need to remember to keep them charged. However, their benefits outweigh these slight inconveniences, and it’s worth buying a good one even if they can get a little pricey. 

This jump starter battery from DeWalt retails at $182, but it comes with everything you need. That includes LED lights to see your engine in the dark, an alarm if you’re not connecting to your battery correctly, a power bank to charge your phone, and even an air compressor. Plus, it’s also built to work in cold weather.

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5 Workflow Generative AI Tools That Could Soon Help Make Your Job Easier

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While Bing Chat may have gotten a lot of attention, it isn’t the only Microsoft product that has had its functionality enhanced by the addition of AI. Microsoft 365 Copilot integrates AI across the Microsoft 365 suite, allowing it to pull information from multiple sources and significantly improve your productivity. 

Copilot can now be used for creative purposes in Word, Powerpoint, Outlook, Teams, and even Viva Engage. It can be used to write, edit and otherwise generate documents, reports, presentations, emails, questions, messages, and more. Furthermore, with its integration into Excel, Copilot can also be used as a powerful data analysis tool, giving you deep insights into your data in response to simply-worded questions, even generating models and visualizations as needed.

These implementations significantly increase the capabilities of each of the Microsoft 365 programs they have been added to. However, what really sets Copilot apart from many other implementations of generative AI is its ability to draw information from across Microsoft 365 and combine it for whatever you may require. This feature is called Business Chat and allows you to pull information from multiple sources, such as your email, calendar, and chats, all at once. You can have it generate updates, overviews, reports, and more so you can stay up to speed while keeping your team similarly informed.

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