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Tesco Mobile Leads in J.D. Power and Associates' 2010 Customer Satisfaction Study

June 15, 2010

J.D. Power and Associates' 2010 UK Mobile Telephone Customer Satisfaction Study finds that Tesco Mobile, a 50:50 joint venture between Tesco and O2, has beaten the traditional mobile networks to become the top "pay-as-you-go mobile network" for customer satisfaction.

The recognition was given on the basis of an authoritative industry study that measures customer satisfaction with pay-as-you-go and contract plans among the leading UK mobile network providers, company officials said.

The study was based on responses from 3,300 pay as you go and contract mobile phone customers throughout the UK. The study was fielded in March and April 2010.

Tesco Mobile scored high for call quality and coverage, cost, handsets and customer service.

Lance Batchelor, chief executive officer for Tesco Mobile and Tesco Telecoms, said, "Tesco Mobile is all about great value and exemplary customer service, so it's great news to have such a powerful endorsement to show we're getting it right for customers."

According to the study, the usefulness of incentives and rewards offered is the most important aspect of offerings and promotions and is a key opportunity for networks such as Tesco Mobile to differentiate themselves and elevate mobile customer satisfaction.

Tesco Mobile has already been recognized as the leader in the market, according to company officials. CFI Group has ranked Tesco Mobile as number one for overall customer satisfaction for the previous 14 consecutive quarters and the Which? Magazine awarded Tesco Mobile Pay as you go a Best buy award in May 2010.

Tesco Telecoms announced it is offering Tesco International Calling Card customers free calls to celebrate their team's success with friends and family abroad. For the duration of the World Cup, for half an hour immediately after each and every game, Tesco International Calling Card customers can phone any fixed line in the match winner's country to relive the game - for free!

Tesco Phone Shop also added the iPhone to its range of mobile phones.

Rajani Baburajan is a contributing editor for ContactCenterSolutions. To read more of Rajani's articles, please visit her columnist page.

Edited by Patrick Barnard