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[wptabtitle]<i>Telefonicawatch Report #72</i> <b>Extract</b>[/wptabtitle]
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UK: O2 tops customer service satisfaction poll

Ofcom’s latest customer service satisfaction survey, conducted by research company GfK, found that Telefónica UK (O2 UK) achieved both the highest levels of customer satisfaction and the lowest levels of customer dissatisfaction of any major UK operator.

The survey, which was conducted between July and September 2012, found that 76% of O2 customers reported overall satisfaction with the customer service they receive, ahead of only 67% overall satisfaction at second placed Three UK. Perhaps more importantly, only 8% expressed dissatisfaction at their service, significantly below the 14% who were dissatisfied with Three’s service.

Within the overall figures, O2 scored particularly well on the metrics of providing clear advice, rapid handling and resolution of issues, ease of contact, and offering compensation or goodwill gestures in response to problems.

It was also noteworthy that O2 ranked first equal (with Orange) in terms of the lowest proportion of customers that contacted their mobile phone network provider about an issue in the last three months (18%), and was only marginally behind joint leaders, Orange and Virgin Mobile, in terms of the proportion of contracts that prompted complaints (24% vs. 22%).

Interestingly, the survey results came despite a well publicised network outage in early July 2012 (Telefónicawatch, #67), which at the time caused a significant negative impact on the company’s brand perception “index” and customer comment “buzz” scores, as measured by YouGov (Telefónicawatch, #68). A second major outage in October 2012 (Telefónicawatch, #70) fell outside the period of this survey.

The GfK survey did, however, find that overall customer service appears to be becoming a less important factor to customers in their provider selection criteria, as, despite O2’s strong performance in customer service satisfaction, customers reported that they are less likely to remain loyal to the company than they were a year ago — 26% reported they are a “lot more likely to use” O2 again, compared with 34% in September 2011. In spite of this, O2 customers remain more loyal than average, with only 11% reporting they are “less likely to use” O2 again, following their last customer service experience, compared to an average of 18%.

[Further reference: Latest customer service satisfaction levels revealed — Ofcom, 4 December 2012; Customer service satisfaction wave 4 — GfK, 4 December 2012.]
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[wptabtitle]More info: <b>Try/Buy</b>[/wptabtitle]
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About Telefonicawatch

Report: #72
Covering: November-December 2012
Published: December 2012
Next report: January 2013

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[wptabtitle]<b>Contents</b>[/wptabtitle]
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Telefonicawatch Report #72 contents

1 Executive brief

4 Telefónica Group

4 Senior management
4 Old Guard retreats as management changes continue
5 Out with the old, in with the new
5 New appointments at Telefónica Digital
5 Acquisitions and disposals
6 Strategy
6 Telefónica Latinoamérica split looks increasingly likely
6 Regional listing now preferred to country floatations
6 Financial
7 People
7 People movement highlights
7 Social responsibility
9 Telefónica Global Resources
9 Networks
9 Operators select Alcatel Lucent for PCCS
9 On the Spot Services
9 Tuenti
10 Suppliers
10 Telefónica selects Cisco for IP network upgrade
10 Telefónica selects Alcatel Lucent for network routers
10 “…out of context…”
10 Key on M2M
10 Wayra

11 Telefónica Digital

11 Telefónica Ventures
11 Telefónica invests in Everything.me
12 Telefónica’s interest goes beyond BTG project
12 Enabling new revenue streams
12 Amérigo begins Spanish investment
14 IPTV
14 Telefónica signs Ericsson for GVP integration
15 Open Web Devices
15 Key sees Firefox OS overtaking Windows Phone
15 Delivery dates for Firefox OS could be slipping, with prices rising
16 M2M
16 Telefónica launches M2M car insurance pilot
16 Key hints at potential scope of black box insurance services
17 Wayra
17 Wayra Academy adopts global approach
17 Wayra Brazil names winning projects

18 Telefónica Latinoamérica

18 Regional developments
18 Telefónica ties with IDB for LatAm projects
19 Argentina
19 Telefónica picks Amdocs for business support systems
19 Family mobile broadband launched
20 Brazil
20 Telefónica and MasterCard form new payments JV
20 New mobile broadband tariffs launched
21 Vivo launches OTT video content
21 Location based services launched in Brazil
23 Colombia
23 Mintic publishes proposed 4G auction rules
23 Regulation to tackle Claro’s dominance
24 Telefónica calls for more time to respond
24 Mexico
24 New Mexican government to curb América Móvil
25 Peru
25 Telefónica and MasterCard launch Wanda in Peru
26 Virtual Hosting 2.0 launched with Cisco and VCE

27 Telefónica Europe

27 Czech Republic
27 Czech auction held open indefinitely
28 Germany
28 O2 ties with payleven for mobile PoS
28 Similarities to O2 UK’s mPOS service
28 Small business focus helps establish an FS niche
29 Ireland
29 Telefónica Ireland pilots mobile couponing
29 Slovakia
30 Spain
30 Telefónica/Jazztel tie on FTTP rollout; squeeze Vodafone
30 Jazztel deal brings Orange back to the table
31 Inclusion of Orange could squeeze out Vodafone
31 Spain operators launch interoperable joyn services
32 joyn progress remains slow; Telefónica hedges bets
34 Telefónica ties with Indra for cloud services
34 Ono disputing MVNO arrangements
34 Telefónica and NEC hold strategy meeting
34 Abertis mast sale completed
35 Competition authorities ponder Telefónica football rights
35 Yoigo intensifies price war
35 Movistar launches Windows 8 for SMEs
36 United Kingdom
36 O2 looks beyond mobile for business sales
37 Push into public sector…
38 …and larger organisations
38 Company wide effort comes to business division
39 Busy market, tough competition
40 Project Oscar to launch in 2013 as Weve
41 First clients expected to be named by year end
41 Further tie-ups expected to boost technical capabilities
41 Telefónica selects Pontis for customer marketing
43 O2 tops customer service satisfaction poll
44 EE’s 4G“teething problems” play to O2

45 Associates and investments

45 China Unicom
45 China Unicom to buy fixed line network from parent
46 Unicom and Microsoft promote Windows Phone
46 Telecom Italia
46 Telecom Italia rejects Sawiris bid
47 TI continues fibre rollout

48 Index

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[wptabtitle]<b>Index</b>[/wptabtitle]
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Telefonicawatch Report #72 index

Symbols

2e2, 38
2ergo, 29

A

ABC, 32, 34
Abertis, 34
Afsca, 19
Alcatel-Lucent, 9, 10, 14
Amdocs, 19
América Móvil, 6, 23, 24
– Claro, 21, 23, 24
– Telcel, 24
– Telmex Internacional (Carso Global Telecom SAB)
– – Teléfonos de México (Telmex), 24, 25
Anatel, 21, 23, 47
Apple, 9, 11, 12, 21, 32, 45
– iOS, 11, 15, 21
– iPhone, 9, 12, 29, 36, 45
Argos, 41
Asus, 46

B

Bain Capital, 5
Banco de Crédito de Perú, 25
Barclays, 46
– Barclays Bank, 46
British Broadcasting Corporation, 44
BRM Group, 11
BTG, 11, 12
BT Group, 30, 39

C

Cassa Depositi e Prestiti, 46
Cisco Systems, Inc., 10, 26
CMT (Spain), 30, 31, 34
CNC (Spain), 35
Cofetel (Mexico), 24, 25
CTU (Czech Republic), 27

D

Debenhams, 41
Deutsche Telekom, 15, 28, 31
– T-Mobile, 44
Diners Club, 28
Draper Fisher Jurvetson, 11

E

EasyTrip, 29
eBay, 41
Eltek, 7
EMC, 26
– VMware, 26
Emerson, 7
Enertika, 7
Ericsson, 14, 34
Etisalat, 15
European Union
– European Commission, 5, 31, 32, 40
– European Investment Bank, 47

F

Facebook, 24, 40
Fibra Ottica, 47
France Télécom
– Orange, 30, 31, 32, 43, 44
– – Spain, 30, 31

G

Gemalto, 46
Generali Assicurazioni, 16
GfK, 43
Google, 9, 11, 21, 40, 46
– Android, 9, 11, 12, 15, 21, 29, 32, 36, 46
Grupo Santander
– Santander, 34
GSM Association (GSMA), 31, 32
– joyn, 31, 32
– Mobile World Congress, 31
GVT (Brazil), 46

H

Hewlett-Packard, 35
High Tech Computer Corp. (HTC), 46
Huawei, 7, 19, 24, 32, 46
Hutchison Whampoa
– H3G
– – UK, 43

I

Indra, 34
Inercom, 7
INE (Spanish statistics office), 34
Intel, 20, 26, 35, 46
Inter-American Development Bank, 18
Intesa Sanpaolo, 46
iTelecom, 7

J

Jazztel, 30, 31
Joyn, 31, 32

K

Kinetic Solutions, 46

L

LAN, 37
Lenovo, 25, 46
LG, 32
Logital, 46

M

MasterCard, 20, 25, 28
Mediapro, 35
Mediobanca, 46
MFS Payment Services, 20
Microsoft, 14, 15, 35, 46
– Mediaroom, 14
– Windows 8, 35
– Windows Phone, 10, 15, 16, 46
– Xbox, 14
Mintic (Colombia), 23, 24
Momac, 36
Morgan Stanley, 46
Mozilla, 11, 12, 15
– Firefox, 11, 12, 15
– Firefox OS, 11, 12, 15
– Open Web Devices, 15
MVNOs, 34

N

NEC, 34
NII Holdings, Inc., 21, 24
Nokia, 32, 46
– Lumia, 46

O

OECD, 24
Ofcom (UK), 43, 44
Ono, 34
Orascom, 46
– Sawiris, Naguib, 46
Oxygen8, 29

P

Pacific Caribbean Cable System (PCCS), 9
Pontis, 41
Positivo Informática, 20
PPF Group, 27
Prisa, 35
– Digital+, 35
Canal+, 35
Public Services Network (UK), 37

Q

Qualcomm, 46

R

Raidió Teilifís Éireann (RTÉ), 29
Regions
– APAC
– – China, 45, 46
– – Singapore, 20
– EMEA
– – Czech Republic, 10, 27
– – Europe, 4, 5, 7, 10, 12, 16, 17, 19, 27, 28, 31, 32, 40, 47
– – France, 27
– – Germany, 8, 16, 28, 32, 40
– – Ireland, 29
– – Israel, 11
– – Italy, 46, 47
– – Slovakia, 29
– – Spain, 4, 5, 6, 9, 12, 14, 16, 30, 31, 32, 34, 35
– – UK, 8, 21, 28, 29, 36, 37, 38, 39, 40, 41, 43, 44
– Latin America, 5, 6, 7, 9, 12, 15, 17, 18, 19, 20, 24, 25, 26, 34
– – Argentina, 9, 10, 19, 20, 25, 26
– – Brazil, 6, 7, 8, 9, 11, 12, 14, 15, 16, 17, 20, 21, 23, 25, 26, 46, 47
– – Chile, 7, 12, 14, 25, 26
– – Colombia, 9, 12, 23, 24, 25, 26
– – Ecuador, 5, 7, 9
– – Mexico, 7, 20, 24, 25
– – Panama, 9
– – Peru, 7, 18, 20, 24, 25, 26
– – Venezuela, 5, 7
– North America
– – Canada, 24
– – USA, 9, 24
Research In Motion, 9, 21
– BlackBerry, 9, 21
Rocket Internet, 28
– payleven, 28

S

Samsung, 32, 46
– Galaxy, 32
Schneider Electric, 7
Singapore Telecom, 11, 12
– Innov8, 11, 12
Sprint Nextel, 15
StarHub, 20
Sundance Channel, 30
Swisscom
– Fastweb, 47

T

TCL, 15
Technologies
– 2.5G, 23, 24
– 2G, 44
– 3G, 23, 25, 29, 44, 45, 46, 47
– 4G
– – LTE, 8, 23, 24, 27, 44, 47
– Broadband, 9, 10, 19, 20, 21, 24, 25, 31, 37, 38, 47
– Business/Operations Support Systems (BSS/OSS), 14, 19
– CCTV, 37
– Cloud computing, 26, 39
– GSM, 20, 24, 31
– IaaS (Infrastructure as a Service), 26
– ICT, 36, 37, 38
– IP, 10, 14, 21, 31
– IPTV, 10, 14, 21
– IPv6, 10
– M2M, 5, 10, 16, 21, 37, 39
– NFC, 28, 29, 46
– NGN, 10
– Rich Communications Suite, 31, 32
– SIM, 10, 44
– Telematics, 16
– TV, 14
– UMTS, 24, 47
Tecnocom, 9
Telecom Italia, 15, 21, 31, 46, 47
– Bernabe, Franco, 46
– Telecom Italia Media, 46
– Telecom Italia Mobile, 21
– TIM Brasil, 47
Telefónica Group, 4, 5, 6, 7, 8, 10, 16, 18, 19, 20, 34, 36, 45, 46
– Associates and investments
– – China Unicom, 45, 46
– – Digital+, 35
– – Telecom Italia, 15, 21, 31, 46, 47
– Atento, 5
– Digital, 5, 7, 9, 10, 11, 12, 14, 15, 16, 17, 21, 32, 38, 39, 40
– – Amérigo, 12
– – Everything.me, 11, 12
– – joyn, 31, 32
– – M2M, 5, 10, 16, 21, 37, 39
– – Mobile commerce, 38, 40, 41
– – O2 Media, 38
– – Open Web Devices, 15
– – OTT, 14, 21, 31, 32
– – Project Oscar, 40
– – Telefónica Ventures, 11
– – Tu, 32
– – Tuenti, 9
– – Tu Me, 32
– – Wanda, 20, 25
– – Wayra, 10, 12, 17
– – Weve, 40, 41
– Europe
– – Czech Republic, 10, 19, 27, 34
– – Digital Partnerships, 28
– – Future Fund, 37
– – Germany, 8, 28
– – Ireland, 29
– – O2, 8, 27, 28, 29, 36, 37, 38, 39, 40, 41, 43, 44
– – O2 Media, 38
– – O2 Wholesale, 38
– – Slovakia, 29
– – Spain, 4, 12, 30, 31, 32, 34, 35
– – Telefónica Deutschland, 8
– – UK, 8, 28, 36, 37, 38, 39, 40, 41, 43, 44
– – Universal Service Obligation (Spain), 31
– Executives
– – Alierta, César, 4, 6, 18
– – Álvarez-Pallete Lopez, José María, 4, 5
– – Blanco, Enrique, 10
– – Bould, Martin, 41
– – Calderón, Miguel, 24
– – Camurra, Gilmar, 6
– – Carbajo, Cayetano, 8
– – Castillo Sanz, Eva, 4
– – Cortez, Pedro, 7
– – Cruickshank, Nancy, 40
– – Dev, Vivek, 14
– – Domingo, Carlos, 11, 15
– – Dowd, Ben, 36
– – Duncan, Michael, 5, 7
– – Fernández Valbuena, Santiago, 6
– – Folgueiras, Andrea, 8
– – Goldenberg, Horacio, 19
– – Goulu, Juan, 5, 7
– – Isacke, Tracy, 12
– – Key, Matthew, 5, 10, 15, 16
– – Kurz, Michael, 28
– – Manzanares, Javier, 18
– – Mitchell, Eugene, 29
– – Plumb, David, 38
– – Ramon Vela, Jose, 9
– – Valente, Antonio Carlos, 20
– – Vilá, Ángel, 6
Zaplana, Eduardo, 5
– Ex-executives
– – Abril, Luis, 4, 5, 7
– – Amatriaín, Bélen, 4, 7
– – Groves, Simon, 8
– – Maraver, Oscar, 4, 7
– – Ríos, Calixto, 4, 7
– – Villalonga, Juan, 4
– Fundación Telefónica, 18
– Global Resources, 9
– – Telefónica Global Solutions, 9, 10
– – Telefónica Multinational Solutions, 39
– Latinoamérica, 6, 7, 18
– – Argentina, 8, 19
– – Brazil, 6, 8, 14, 20, 21, 23
– – Colombia, 23
– – Mexico, 8, 24, 25
– – Peru, 7, 25, 26
– – Telefé, 19
– – Virtual Hosting 2.0, 26
– – Vivo, 6, 7, 14, 20, 21
– On The Spot, 9
– Products and services
– – Global Video Platform, 14
– – Imagenio, 14, 30
– – Joined Up, 36, 37, 38, 39
– – O2 Active, 36
– – O2 Money, 38
– – O2 Unify, 38
– – pay-TV, 25, 30, 35
– – Simplicity, 7
– Telefónica Emisiones, 6
– Wayra, 10, 12, 17
Telemar
– Oi, 21
Telenor, 15
TeliaSonera
– Yoigo (Xfera), 35
Tesco, 8
– Tesco Mobile, 8
Tigo, 23
Tuenti, 9
Twitter, 24

U

UniCredit, 27
Unilever, 41

V

Vale of Glamorgan County Borough Council, 37
Viber, 31
Virgin Group, 43
– Virgin Mobile, 43
Visa, Inc., 28
– Visa Europe, 28
Vivendi SA, 46
– GVT (Brazil), 46
VMware, 26
Vodafone Group, 16, 27, 28, 30, 31, 32, 35, 37, 39, 40, 44
– Cable & Wireless Worldwide, 9, 39
– Czech Republic, 27
– Spain, 31, 35
– UK, 37, 39, 40, 44

W

WhatsApp, 24, 31
WPP plc
– Mindshare, 41

Y

YouGov plc, 43

Z

ZTE, 15, 30, 31, 32, 46
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