Quote:
Originally Posted by Qtx
The last quarter saw an extremely aggressive retentions department trying to stop customers leaving as if their life depended on it. There are numerous reports of this and lies being told simply to stop customers from leaving. Experienced this first hand too and the lies virgin staff told was shocking. That same last quarter virgin moved the "Thinking of leaving us" option from their phone system and hid it away under "Thinking of moving house". That option had been in their menu system in the same place for years but hiding it away under an option you would not necessarily choose if you just wanted to terminate your connection was in my opinion desperation toi stop more customers leaving.
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You are doing the very thing you've just had a go a denphone for apparently doing.
1) The ARPU per customer went up last quarter (again). If the retentions department were as agressive as you say then I'd expect the ARPU to have gone down.
2) The 'Thinking of leaving us' option was made less obvious due to the fact that the majority of people using that option didn't want to leave - but because of advice given on the internet (including on this site), people were using it as a customer service department - even when there were quicker and easier options available.