The report highlights that Orange has bolstered its customer satisfaction ratings, winning customers over with its network performance. Specific emphasis is placed on Orange network reliability at any point during the day or night, its network coverage reach, and its ability to deliver a continuous mobile broadband connection.
Mike Newnham, vice president of consumer at Orange commented: “We are really pleased to hear that the improvements we made to our mobile broadband network have had such a positive impact on our customers. But it's not just improvements to our network quality, we have also increased the flexibility of our consumer mobile broadband offering and launched a new connected laptop range this year, making it even easier for customers to get online and access the things they want, when they want them.”
Orange is continuing to improve and invest in its network for both voice and data to further improve customer experience:
Orange has the largest integrated 3G/2.5G network in the UK covering 99% of the UK population with over 84% population coverage of 3G
Orange invests over £1million every working day to develop its network and is installing over 450 new 2G and 3G sites before the end of 2009 to further enhance customer satisfaction. Orange is working towards its 3G/HSDPA network speed targets of up to 7.2Mbps in the top 30 UK cities; 2Mbps for 80% of entire UK population.
The research captured responses from nearly 3,150 fixed and mobile broadband users who were asked questions on how they currently access the internet, the quality of service provided by their ISP or mobile broadband operator, and what they consider to be valuable. The report also highlighted that reliability and good coverage were highly correlated with quality.