Quote:
Originally Posted by arcamalpha2004
So long as the existing customer takes an additional product?
I seem to recal NTL say " We are listening "
Listening and actually putting into practice are two different things.
|
The difference now is that Virgin are actively investing in their customer management centres to improve customer service and try and sort problems before they arise. The main focus for them is their Net Promoter Score system which will ask for customer feedback by email (2 different email templates depending on the nature of the query) and these emails filter back to the team you initially spoke with and the feedback is used internally or the customer is contacted if there is something we can clearly resolve but havent been able to at the first point of contact.
Granted things arent perfect, but name me one company who has perfect customer service? With the scale of Virgin's business and the amount of restructuring that is still happening since the merger and rebrand its going to be tricky and sometimes things will not run as smoothly as expected, but Virgin did state this when they were frist created.
Things are improving, from my end user point of view, broadband has improved dramtically, the V+ is far more stable, we have more channels, the phone does its job perfectly, the mobile network does its job very well and the mobile broadband is surprisingly good!
We have a lot to look forward to this year with announced and "rumoured" changes to the company, definately worth hanging round for in my humble opinion!
