dmClub's customer service promise

February 2012
Support survey shames mobile giants:  Eight million users unhappy

Mobile phone companies came in for hefty criticism after a study revealed that a quarter of all call centre staff handling customer enquiries are getting basic questions wrong.

The first comprehensive mobile phone network customer service report by independent comparison service OneCompare.com reveals damaging evidence against current customer service standards across the mobile phone market. A staggering 39% of mobile phone users are unhappy or dissatisfied with the level of customer service they received from their mobile provider.

Over half (58%) of mobile phone users have contacted their mobile phone customer service centre. Yet results from the report reveal evidence of unacceptably poor standards of customer service staff across networks.

One in four customer service staff even fail to answer basic tariff questions.

Fortunately, receiving quality support isn't a problem faced by customers of dmClub. Our Express Support system allows us to deal with support queries efficiently by guiding you to give us the relevant information. This allows us to resolve most issues within two working hours.

dmClub: Support Service Level Agreement

Other companies say "your call is important to us". dmClub mean it. We will never abandon you in a maze of recorded menus. Instead we provide high-quality, responsive after-sales support.

Express support

Our 'Express Support' system allows us to deal with enquires quickly and efficiently by encouraging you to give us exactly the information we need in order to help.

• 100% of support tickets are handled by experts
• You will receive an auto-email confirmation containing your support ticket number
• Using Express Support, 95% of problems are resolved within 2 working hours
• Our support team works in the same building as the network team, and has regular access to the development team, meaning that the teams responsible for providing your services have regular feedback from the field.

Online support

• Web-based control panels include on-page help, detailed explanations, and links to comprehensive online manuals.

Our support team works in the same building as the network team, and has regular access to the development team, meaning that the teams responsible for providing your services have regular feedback from the field.

Support ticketing system

Support requests are managed according to a strict policy using a support-enquiry management system (or 'ticketing system').

All problems, tasks and requests (except some of those that are immediately solved on the phone) are entered into this system: a support ticket is created, and given a unique reference number. This ensures that every request is professionally managed.

Level	Description
Level 1	Easy to solve 90% of requests, solved within 4 working hours.
Level 2	Requiring consultation the team 8% of requests, solved within 4 working hours.
Level 3	Requiring assistance from network, banking or products teams 2% of requests, solved within 4 working hours, or progress every 4 working hours.