How do we rate?

The recent report from Pitney Bowes Group 1 Software has revealed Mobile Telecoms retain the highest level of churn of all UK industries. The rates have risen from 33.4% in 2005 to 38.6% in 2007. The main causes for the 15.3% rise are cited as unhelpful staff, ineffective call centres, and not being recognised as a valuable customer.

We are therefore obviously very pleased that yet again our own churn levels fall far below these figures. Another year has passed and we continue to stand strong with less than 10% of our mobile customers migrating to other providers. However, churn is a constant consideration for us and our aim is to reduce this still further.

We believe our own figure can be attributed to our continued focus of striving to deliver the best possible customer service and value added services. Of course, an integral part of this is every one of you who participated in our last Customer Survey and continue to feedback and talk to us. By telling us what you wanted and needed, you have helped us refine our service offering.

Indeed, all of us at Total realise that listening and reacting are crucial. So this seems an appropriate time to let you know about our forthcoming 2008 Customer Survey. This will be an electronic or online survey and we really value your thoughts and opinions. By truly listening to all of our customers and understanding the things that are important to you, we can carry on improving, stay focussed and continue to buck the industry churn trends.