O2 and Phones 4U rank highest in the JD Power 2005 UK Mobile Phone Retailer Study of customer satisfaction.
For the first time, the ranking was based on the combined results of two surveys, one executed in the summer and one in the winter. The three factors driving customer satisfaction with mobile retailers are staff (39%), offerings and promotions (39%) and the store (22%).
With leading scores in all three of those, O2 ranks highest among the network-owned retailers. It received a score of 802 on a 1,000-point scale.
Among the independents, Phones 4U clocked 791 points. The Link was close behind with 784.
The good results for customer satisfaction might have something to do with the fact that O2 and Phones 4U had the highest average number of assistants in their stores – 2.97 per store for O2, 3.6 for Phones 4U.
The Study is based on personal interviews with 2,258 consumers at mobile phone stores across the UK.
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