THE first-ever customer satisfaction awards for digital TV, broadband and home phone services, based on the direct views expressed by live customers – the Simplifydigital Customer Choice Awards – have been announced this week.
Says a spokesperson for Simplifydigital: “Compiled using the unique Feefo feedback service, which pulls together people’s opinions, likes and dislikes 60 days into the service, these are the only awards based on qualitative data.
“The ‘free-flowing’ feedback approach has none of the restrictions of online ‘tick box’ surveys and draws out much more insight into customers’ real experiences pre, during and post install. As such, it is similar to the ‘net promoter’ score increasingly used in the US and UK to measure the strength of customer advocacy for a brand.”
Winner: O2 Home broadband – Best Broadband Only Service
Winner: TalkTalk Essentials – Best broadband and home phone bundle
Winner: Sky – Best digital TV, broadband and home phone bundle
Winner: Virgin Media – Best superfast broadband
Charlie Ponsonby, CEO of Simplifydigital, says:
“Our awards are based on the written feedback from customers collected a few weeks after their install. It is based therefore on their experiences of purchase, installation and early life as a customer. Our awards pull together the insight from the feedback into a robust overall rating of the service.
“The Simplifydigital Customer Choice Awards are the UK’s only large scale qualitative review of customer experience. It is based on written feedback of a sample of over 400 customers gathered throughout the last quarter of 2009 which were objectively converted into positive and negative ratings by the Simplifydigital product team.
“The survey also provides a very positive endorsement of Simplifydigital. Customers rated the personal service and expertise of the Simplifydigital impartial experts particularly highly – both in terms of the advice given when selecting a package and the customer service support provided during the switching process.”
Charlie Ponsonby concludes: “Qualitative customer feedback is the most trusted source of information about a product or service – hence why we believe these awards are something very different.”
Simplifydigital is the UK’s only Ofcom-accredited retailer of digital TV, broadband and home phone services. The Simplifydigital impartial experts take thousands of calls every week, from UK consumers looking to compare broadband, digital TV and home phone deals.
Each customer receives a free ‘consultation’, during which the experts match their unique needs to one of over 10,000 deals from all the top UK providers.
Each customer who buys through Simplifydigital then receives a qualitative feedback form from Feefo within which express their views of the Simplifydigital service and the quality of the service provider to which they have signed up.
Feefo is an independent feedback forum which allows customers to freely express their views on a product or service. The feedback is collected in a strictly controlled and impartial manner and is available for view at www.feefo.com. Feefo works with a number of leading brands across a huge variety of sectors.
Charlie Ponsonby, CEO Simplify Digital Limited
M: 07703 502 634
DL: 020 3159 4071
Jessica Bondy, Bondy Consulting
M: 0781 208 2138
DL: 020 7534 9801
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