30 Nov What our customers are saying
We conducted a survey amongst our customers to learn how we can improve ourselves. The results are very encouraging. Besides a faster network and better uptime, people are mostly looking for easier ways to top up their prepaid SIM cards.
Mobile Vikings started in the beginning of 2009 with a small group of enthusiastic users. People involved in social media, web design and software engineering were the primary target of our mobile internet offer. Thanks to this, we managed to establish a healthy line of communication with our users over Twitter, Facebook, email and blogs.
Now that we have grown, we also have a lot of users who are not that active online. This also means there are now a lot of users we never hear from. This is why we have set up our customer survey.
Within 24 hours of posting our survey, we received more than 1.000 answers. To our big surprise, a lot of people also made the effort to write down a personal comment. We certainly appreciate this and we are still going through each and every comment to see how we can improve upon your remarks.
When we look at the statistical results, there are a couple of things that stand out. Overall, our customers are happy to be with Mobile Vikings. This is not so trivial, as telecom operators have the lowest customer satisfaction numbers of all industries. This is in part due to the complexity of the business, its price plans and its service bundles. But we are convinced that what aggravates customers the most is having to deal with staff that is not empowered to make decisions and that has to follow illogical and complex procedures. We try hard to make a difference in that area and it looks like it's starting to pay off.
The most requested features are 3G (we’ll communicate about this shortly), a better network availability and easier ways to top up. We learned SMS based top-ups are your favourite. Since most people prefer to have the top-up amount deducted directly from their bank account, we will go through with this and implement a direct debit system. We expect to have this live in January.
We are sharing the summary of all responses so you can check for yourself. Thanks to everyone who participated!
Comments
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Bart
posted on 30 Nov:
Thx for sharing the results!
Looking forward to the SMS bases top-ups and even more to the 3G communication! -
Lori Colagiovanni
posted on 30 Nov:
Nice !
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calvin
posted on 30 Nov:
alright that is great news!
That the MV users are happy people sounds obvious to me. SMS topup makes it a lot easier and faster (intantly right?) to top up... so Im looking out to Janaury (don't forget the little banks like Argenta not :P).
The call for 3G is a given and once it is there we'll call for 4G :P
Goodluck en congratulations with the satisfaction results!
- a happy user
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Pragmarc
posted on 30 Nov:
Tnx 4 sharing the results. Eagerly awaiting 3G!
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Simon Beirnaert
posted on 30 Nov:
I must say I am delighted to be a Mobile Viking! Mobile internet changed my life with 24/7 e-mail availability, internet radio, IM on the train, google maps, and so on...
I'm really looking forward to 3G but actually EDGE is fast enough for me. Since I use a monthly bank transfer I don't really need SMS topups but I'm sure they can be quite handy.
Thanks Mobile Vikings for changing my life!
Cheers ;) -
Hans Bernard
posted on 1 Dec:
MV is the best thing i ever payed for.
Verry happy iPhone user.
:p
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Sam Bouckaert
posted on 4 Dec:
Also a very happy user here. I work as an IT professional and lots of my friens and even colleagues simply don't believe me at first when I tell them what I pay for mobile internet. I allready convinced my girlfriend to come to MV, and now my manager is going to order a sim for private use as well :-)
3G would be a very nice addition, as wel as sms top-ups, but again, I'm allready a happy customer as it is!
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Smoke
posted on 4 Dec:
as the person above me said, Most people still think it costs 100's of euros to be able to use internet properly on a mobile phone. I've had quite a few people act surprised as well when I told them the deal I get with MV.
I'm just waiting on 3G, pretty much happy with everything else.
I'm someone that doesn't call much though, I mostly get called, I use up some SMS but no where near the amount I get. Traffic-wise I'll probably won't end up at 0 , but this i'll use the most out of the 3. My only problem is that after a couple of months i'll most likely have 100's of euros worth of Call time. Would be cool to be able to convert those into data aswell. -
Winnie
posted on 4 Dec:
@Smoke
You could just not top up when the month has passed, then the data will be charged from the money you've left. -
Cédric
posted on 5 Dec:
proud to be a MV !
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Roberto
posted on 6 Dec:
Go MV!
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alpacatje
posted on 7 Dec:
@winnie, nope, after the month the data stays free, thanks to the so called grace period.
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Amin
posted on 9 Dec:
Looking for 3G please let us update. The best mobile service for iPhone in Belgium !
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Kristof Claeys
posted on 11 Dec:
Ja das zalig die Grace periode. Ik ben eens vergeten te herladen en zonder dat ik het wist was ik terug gratis aan het surfen zonder data bundel. Respect hiervoor. Nog een leuk verhaal ik denk dat ik een mobile Mobistar verkoper overtuigt heb om mv te worden. Gewoon grappig om hun gezicht te zien als je zegt ik ben mv. Kreeg ik een reactie van aja Oké ... ik ken dat... Ik wou dat ook worden maar ik vond geen toegang codes. Ik heb met een knipoog tegen die gast gezegt dat die codes niet meer nodig zijn.
Super gewoon. Doe zo verder ik blijf fan.
En eenmaal met 3g kan ik zeker nog wat mensen overhalen.
Grtz seVIIen -
Jorn Leyssens
posted on 11 Dec:
Ik wacht nog tot het herladen via SMS actief wordt en dan stap ik zeker over naar MV! Ik ben de problemen met Mobistar beu, MV lijkt me veel eerlijker.
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Bart Hermans
posted on 27 Dec:
[quote]The most requested features are 3G (we’ll communicate about this shortly)...[/quote]
Still waiting for that communication... :) -
Pieter Rogge
posted on 1 Jan:
Does anyone have an idea about the price when 3G comes to MV? Will it be the same, will there be different formula's (3G or EDGE). It's just that I'm happy with EDGE now, and it would be a shame if the prices would change because of 3G...
And by the way: I totally love MV!
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Geerard De Clerck
posted on 8 Jan:
hoe zit het met die 3G ? :D
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Thomas
posted on 10 Jan:
3G! 3G! 3G!
Het is behoorlijk frustrerend te weten dat er hier in de buurt een UMTS-enabled mast staat en niet te weten wanneer ik er eindelijk gebruik zal van zal kunnen maken.
Laten jullie alstublieft snel iets weten over het al dan niet overschakelen naar 3G.
Pretty please? -
Steve
posted on 11 Jan:
I heard a couple of rumours that Base will start the 15th of January with 3G. So hopefully MV will too.
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Antoine
posted on 12 Jan:
Been a viking for 1 day and loving it!! Looking forward to the improvements! Thanks guys, good job!
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KabouterPlop
posted on 13 Jan:
Bij Base zou 3G sinds deze ochtend actief zijn in Gent en Antwerpen. Kan iemand met MV uit Gent of Antwerpen het even testen?
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Kris
posted on 13 Jan:
Even getest hier in Antwerpen. Na het aanschakelen van 3G eerst even geen service, dan heel kort een 3G-icoontje zichtbaar, dan gewoon terug de 'E' van edge.
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Reimer
posted on 14 Jan:
Geen 3G gemerkt in gent voorlopig
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Geerard De Clerck
posted on 15 Jan:
volgens deze bron is er al 3G in gent en antwerpen :) http://www.iphoneclub.nl/57443/belgische-kpn-dochter-base-gaat-eindelijk-3g-uitrollen/
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Erkin Aydemir
posted on 31 Jan:
Mobile Vikings is duur. Wij vinden dat klanten 3gb per herlaad beurt van 20 euro moeten krijgen ofwel GB's per herlaad beurt worden bewaard zoals aantal SMS berichtjes. 1GB is tegenwoordig veel te weinig.
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Mikael Defloor
posted on 5 Feb:
Erkin,
je hebt dit al op andere onderwerpen gezegd en ook daar was de reactie: "dit is zever". Vervang dus zeker en vast de "wij" door "ik" de volgende keer (als die er dan toch écht moet komen). Tenzij je een werknemer van proximus bent natuurlijk, dan begrijp ik het :-)
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