CEO Tesco Mobile
20 Feb 2018
As Tesco Mobile hits the ‘5 million customers’ milestone, CEO Claire Lorains explains why we're continually recognised as an industry-leading service.
Tesco Mobile is unique. Created from humble beginnings 15 years ago as a partnership between Tesco and O2, to be a customer champion mobile service provider. We've grown to become the biggest and most successful mobile virtual network operator (MVNO) in the world. We use the technical expertise of the O2 network while Tesco delivers the market-leading customer experience.
What's been very clear to me since joining Tesco Mobile is that customer needs constantly change. The technology and handset ranges evolve at a fast pace to become a critical part of everyone's lives. Tesco Mobile has always been well placed to respond to customer needs and give consumers the service they demand.
It reinforces how important the quality of the customer care needs to be. How we must continue to put the customer at the heart of everything we do.
We started as a "no frills" pay as you go offering. Our enduring partnership with O2 has allowed us to grow into a business that sets the benchmark for customer propositions and experience.
It’s a real pleasure and source of pride for me that Tesco Mobile has recently won some very influential awards. We've won four uSwitch awards. For Best Customer Care, Best high street retailer, Best Pay as you go network and Best Value Pay as you go network.
We’ve also been named as the ‘least complained about UK mobile network’ in Ofcom’s quarterly Telecoms and Pay TV report for over three years. We’re also placed at number 9 out of 253 organisations from telecoms to insurance and banking in a recent customer satisfaction survey. None of our competitors ranked within the Top 50.
It’s things like introducing capped contracts that have helped us to build trust in Tesco Mobile. We’re helping our customers to understand that they can have real flexibility without unexpected charges. Given the economic climate, consumers need and demand clarity when it comes to their monthly bills.
We were the first network to allow customers to cap their bills. Our Family Perks reward customers for their loyalty with benefits for all the family. Plus, we never put up tariff prices mid-contract, and allow customers to adapt contracts as their needs change.
It’s these little helps that make a big difference and really benefit our customers.
We’re proud that our Tesco Mobile store colleagues don’t work on commission. They’re driven only by helping customers find the right phone and tariffs for them.
In an industry that changes so rapidly, the biggest challenge for us is to anticipate what our customers want next. It’s fantastic that we’ve got 5 million loyal customers, but whether they’re our first, third or fifth million, each one is important. We hope they're smiling, because they're on Tesco Mobile.