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Optus' shuttered Virgin Mobile wins another telco customer service award


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Cell phone service supplier buyer satisfaction, August 2018 vs August 2017


(Picture: Roy Morgan Single Supply Australia)

Optus’ shuttered cellular digital community operator (MVNO) Virgin Cellular has gained one other customer support award, taking out the Roy Morgan Cellular Telephone Service Supplier Month-to-month Buyer Satisfaction Award with a rating of 88 % for August.

This marked a 12 % rise from its rating this time final yr, Roy Morgan added, with Aldi Cellular coming in second at an 84 % buyer satisfaction score for August, up by 14 % from final yr.

“Each Virgin Cellular and Aldi Cellular have achieved a number of victories within the Cellular Telephone Service Supplier class in 2018, and are the main contenders to take out the 2018 Annual Award with 4 months to go,” Roy Morgan stated, including that Virgin Cellular had gained the award again in 2012 whereas Aldi Cellular took it out in 2015.

Virgin Cellular’s rating reveals that regardless of the phasing out of its model in Australia, it’s “nonetheless supporting its buyer base to a excessive normal”, Roy Morgan CEO Michele Levine stated.

“The estimated three quarters of 1,000,000 Virgin Cellular prospects are set to transition to Optus contracts over the subsequent two years, though the uncertainty dealing with present Virgin’s prospects supplies an enormous potential marketplace for rival telcos akin to Telstra and Vodafone to faucet into as they seek for new prospects,” Levine added.

“Regardless of the consolidation within the business with the closure of Virgin, there’s nonetheless a major marketplace for resellers to compete with the established networks of Telstra, Optus, and Vodafone as Australia heads in the direction of 5G networks in 2019.”

Vodafone Australia was up by three % for a score of 78 %; Optus was down by 1 % for a rating of 77 %; and Telstra got here in final, down by three % from final yr to a complete buyer satisfaction rating of 74 % for August 2018.

“Amaysim and iiNet are but to win a month-to-month award in 2018, and had been out of the highest 5 suppliers in August,” Levine stated.

With Virgin Cellular utilizing the Optus community and Aldi Cellular the Telstra community, Roy Morgan additionally averaged out the “underlying cellular networks”, giving Optus an general buyer satisfaction rating of 78 %, whereas Vodafone Australia scored 77 % and Telstra 75 %.

In July, Virgin Cellular equally received top ranking in an Australian Communications Client Motion Community (ACCAN) report on telco supplier customer support.

In keeping with ACCAN’s report, barring Virgin Cellular, Vodafone offered the perfect service, adopted by TPG/iiNet, Amaysim, Dodo/iPrimus, Skymesh, Telstra, Optus, Activ8me, and in final place Telstra-owned Belong.

Optus had in Could confirmed that it might be phasing out its Virgin Mobile Australia subsidiary over the subsequent two years, with retail stores closing in June.

Virgin Cellular stopped upgrading and promoting new post-paid cellular and broadband providers as of June 15, though present prospects can proceed utilizing their service as regular, with all present contracts being honoured.

“This resolution comes because of a strategic overview of the Optus and Virgin Cellular manufacturers which was just lately carried out forward of the approaching expiry of the Virgin Cellular model licence in 2020,” the phase-out FAQs clarify.

Virgin Cellular has been continually losing market share, in accordance with Kantar, with the market analysis firm in November reporting the telco had misplaced zero.four proportion factors right down to holding simply four % of the entire Australian cellular market.

Optus has been wholesaling its 4G network to its Virgin Mobile subsidiary since 2014.

Associated Protection

Optus to shutter Virgin Mobile stores by June 30

The Virgin Cellular Australia model will proceed to function over the subsequent couple of years, however it’s going to cease upgrading and promoting new providers on June 15, 2018.

Optus confirms Virgin Mobile closure

Virgin Cellular will probably be shuttered over the subsequent two years, Optus has confirmed.

Telco that Optus shuttered provides best customer service: ACCAN

If you’d like the perfect service from an operational telco, head to Vodafone. In any other case, pine for Virgin Cellular.

5G technology: A business leader’s guide (Tech Professional Analysis)

It is nonetheless early days for 5G providers, however as they’re being trialed and deployed, they’re on monitor to have a far-reaching influence for each shoppers and companies.



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