Posts Tagged ‘customers’

OrangePartnerCampWatch: More facts and figures

Monday, December 22nd, 2008

In wrapping up the event this week and after sitting through more meetings than we care to remember, Orange presented some more figures that we thought we’d pass along.

These go on to highlight just how well they’ve done in the past year alone, with the culmination of stats that ended in September this year.

In terms of mobile phone customers over the key countries they are currently in, all seems on the up and up. Orange now has 117.604million users to be precise, where they were at 107.197million at the same time last year. Just to save you pulling out your calculators, that’s 10,407,000 new customers in only a single year.

Instead of rambling on with a bunch of meaningless figures and stats, we’ve highlighted a few below which we thought were the most significant ones in our humble opinion

Orange France seems to have been the most successful practice with 24.524million users to date on their network, with 23.504million at September 2007. That’s a growth of over 1million customers in just 12 months, the largest out of all the regions.

Let’s not forget that Orange in France has the iPhone in their portfolio, which could explain away the dramatic leap in those numbers. As we were told they picked up 216,000 iPhone customers in that stretch on 3G. Although we’re sure you’re aware those days by now could all be numbered, from a recent court ruling this week.

In the UK they hit 15.815million users in the same time frame, where they were on 15.400million on September 30th of 2007. Here’s an increase of 415,000 users on the network in a year.

The last significant increase we noticed came from Orange in Poland. In that country they’ve come along from 13.487million customers in 2007 to 14.054million, that’s 567,000 all told. That’s a mighty difference from the previous year. Hurrah!

Mobile broadband users across their whole network had the largest leap in their numbers. It’s increased by the factor of 10,409,000 new users in just a year. They used to have 12.789million on their network, now they’re at a whopping 23.198million strong customer base.

In France alone, they hit 9.922million users from 6.284million – an increase of 3,638,000 customers.

Their Spanish outfit hit over 1.5 new users, from 1.232million to the latest stats of 2.820million mobile broadband customers.

The UK’s growth saw them reach 2.883million Orange customers from 1.551million. That’s an overall growth of 1,332,000 new users to the network.

All in all, the future looks bright for Orange judging by these figures. Although it looks like it’s their data network has been the real winner for this year.

How not to reassure your customers!

Friday, July 25th, 2008

Some of you may recall my complain to Blyk I posted yesterday; this was directly aimed at my frustration of some of the Blyk staff, but also turned out to be a ranting ramble about the audacity that Blyk think they have to expand.

Well it seems, they’ve finally gotten around to reading my complaint (it took them nearly a week), and as I suspsected I got a standard response.

Hi Samantha
Thank you for your email.
I am sorry to hear that you are continuing to experience problems activating your replacement sim card.
Firstly I would like to acknowledge your frustration and concerns over the way in which you say you have been treated by some members of the Blyk Member Care Team. We take your comments seriously and I can assure you that the points you have raised will be investigated and any findings will be dealt with in accordance with our internal policies.

With regard to the activation of your sim card; I understand that you have been speaking to *** and he has been trying to help you get active. I can also confirm that as these actions have not be successful, the information has been escalated to the technical team who are investigating it further.

I will monitor you account closely and I hope it will not be too much longer before you can start to enjoy using Blyk.
Kind regards
****
Team Manager
Blyk Member Care Team”

The thing is, they aren’t sorry. It was only yesterday I was informed my problems regarding my account activation were being passed onto the “higher technical team” - what? Isn’t a technical team, a technical team?
Well, apparently not.

Also, even some of the staff (who are nice), express concerns or frustration about the service. I was once told that it was “annoying how the service goes, and as a Blyk member I share your concerns”. Yes, Mr. Staff member you may be a Blyk Member, but you’re there, you can shout at the people without having the call disconnected, you have direct access to the Technical Team (and the higher one too). Whereas there is me, and the other hundred-odd-thousand members left just sitting here like ducks in a pond.

I cannot even remember the number of times I’ve asked to speak directly to the Technical team. Any other company, phone network, or whoever will do this. If I phone up my ISP, they have specialist departments for computers, broadband and the like. I can speak to the technicians, I can cut out the middle man. Blyk don’t want to do this, and this has delayed the process so much more.

Should I even mention, that Blyk now does not recognise mobile phones that they have on their compatiable list?

Why is this happening to a company who should be good? And more importantly, why isn’t Blyk stopping their plans to move overseas, and start getting the service here working properly. I mean, not having message reports? I remember having those on my first phone way back in 2002; it’s 2008, there is no excuse for being so poorly organised and equipped.

- Rant over -

Oh, I should also add… It was a noreply@ address. It seems they don’t want my response.


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