Customer Satisfaction

If you can’t wait to be selected for the survey to give us your feedback on O2 or any other network provider, you can do it right now by filling out our online form.

Behind the scenes at O2, we work hard to improve customer satisfaction. Our Customer Satisfaction Index (CSI), is calculated by independent research. The survey involves over 200 randomly-selected corporate customers, both O2 and non-O2, and covers areas like network quality, customer service and value for money.

Customer feedback shapes every aspect of O2, so we take the survey results very seriously. If customers score us anything less than Very Good, our red flag process kicks in. We formulate an action plan and put it in place. Then, six months later, we re-survey to see if we’ve fixed the problem.

Alternatively, if we score highly, our green flag process is initiated. This ensures that our best practices are implemented across all our customers as quickly as possible.

We’re benchmarked against our competitors, and we’re the only network operator who improved in 2007. We also came out first overall, but we won’t be resting on our laurels. We’ll be continuing to push hard until all our customers give us ten out of ten. Or better still, eleven.

Some of the improvements we’ve made as a result of the CSI process include:

• shorter email response times
• new self-service bill reporting tools
• the opportunity to report feedback at any time