News
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
« previous Page 2 of 3 next »
-
Smoke
Fri 04 Dec 2009 18:21as 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
Fri 04 Dec 2009 22:16@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
Sat 05 Dec 2009 11:48proud to be a MV !
-
Roberto
Sun 06 Dec 2009 10:28Go MV!
-
alpacatje
Mon 07 Dec 2009 13:37@winnie, nope, after the month the data stays free, thanks to the so called grace period.
-
Amin
Wed 09 Dec 2009 11:42Looking for 3G please let us update. The best mobile service for iPhone in Belgium !
-
Kristof Claeys
Fri 11 Dec 2009 05:34Ja 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
Fri 11 Dec 2009 16:05Ik 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.
-
Bart Hermans
Sun 27 Dec 2009 13:55[quote]The most requested features are 3G (we’ll communicate about this shortly)...[/quote]
Still waiting for that communication... :) -
Pieter Rogge
Fri 01 Jan 2010 21:22Does 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!
« previous Page 2 of 3 next »
Loading page...
