2nd Jul 2018
Vodafone has launched a new “no-nonsense” 30-day trial period for new contracts. The trial period allows all new customers, both business and personal, to cancel their contracts without penalty at any point within the 30 days if they are not completely satisfied with their devices or the service provided – no questions asked.
“We’ve been listening to what our customers want and over the last year have worked tirelessly to introduce new technology and initiatives to help us deliver great customer service,” said CEO Nick Jeffery.
“We’re backing our big improvements with a big promise – try us for 30 days and if you’re not impressed, you’re free to walk away. No penalties, no ifs, no buts.”
Telecoms companies in general have not been known for great customer service. In the most recent UK Customer Satisfaction Index (UKCSI) from The Institute of Customer Service, the Telecommunications & Media sector had the 12th lowest average score of the 13 sectors, with an average of 74.2 out of 100, compared with the overall UK average of 78.1.
Vodafone, in turn, underperformed the sector average, scoring just 71.4 in the UKCSI. The company will hope this new initiative helps to change that by reassuring customers entering long-term contracts that they can change their minds without penalty.