There’s never been a better time to jump on board with Vodafone home broadband. Here’s how we’re improving everything – from switching to troubleshooting...
We know lots of people choose Vodafone Home Broadband because we offer great value and fast speeds*. Many more would love to switch their home broadband provider, but choose not to, because of worries like service delays and cancellation issues. That’s why we’re taking action – to improve your customer experience from day one.
How? By continuing to focus on the areas that matter, changing the game, and always looking to improve. Here are five fantastic reasons to give Vodafone home broadband a try…
1. We’re changing the industry
Since launching our Home Broadband service back in 2015, we’ve transformed the market for the better, letting you enjoy more choice and better value. In 2016, for instance, we became the first in the industry to abolish line rental for fibre optic home broadband customers – letting you still receive a home phone service without having to pay a penny to rent the line.
Fast forward to last year, when we became the first to offer The Ultimate Broadband Guarantee, which guarantees speeds to your router or money off until it’s fixed. It’s a great start, but we’re always looking to improve.
2. We’re the UK’s fastest growing home broadband service
More and more people are choosing to switch to Vodafone Home Broadband every day, making us the UK’s fastest-growing home broadband service for six consecutive quarters.
A whopping 46,000 new customers jumped on board with us in the three months leading up to 31 December 2018, and our customer base has doubled in size in the last year. In other words? Roughly half of all our customers are recent switchers who’ve been with us for less than 12 months.
That’s awesome, but it comes with a challenge: making sure that the transition process for every new switcher is as easy and stress-free as possible. Currently, over 60% of the complaints we receive have to do with issues that arise when switching – but it’s exactly this kind of customer feedback that helps us identify tricky parts of the process, and make strides to improve.
3. Easy Switch helps even before your broadband is activated
Since October 2018, we’ve been piloting an initiative called Easy Switch, to tackle potential issues before your service is even activated. Our Easy Switch agents are specially trained to help with your activation, so you can get lightning fast responses to frequently asked questions. Customers are giving Easy Switch high ratings, too, which is why we’ve been rolling it out to all new subscribers this month.
As well as making sure you can get connected without hassle, our Easy Switch team can also help with a host of common queries, like how to check your bill using the My Vodafone app, or why your first bill might look a bit different (which is because you’ll only start paying for the service once the connection is live).
Better still, our agents can also check whether your router is set up for the best possible WiFi speeds using TechSee, a tool that turns your smartphone into a video streaming device. TechSee lets our agents scope out where your home router lives, and recommend changes to improve performance.
4. We’re improving our diagnostics and technical support
We know how frustrating it is when you experience slower than expected speeds, have to watch buffer wheels spin, or run into technical failures that get in the way of going online. It’s why, to tackle these issues and speed up our response times, we’re making three major changes on the technical side.
First, we’re helping you get in touch with technical experts even faster than before. Our care agents can now connect you with the technical team right away, without the wait, which we know has made a huge boost to our customer satisfaction scores. Second, we’re improving the diagnostic process our agents follow when they’re identifying the source of a technical problem. Simply put? To connect you with the right technical expert, we need to make sure that we understand what caused the fault in the first place.
Third, we’re making it quicker and easier for you to get updates once you’ve reported a fault. In the past, customers with an outstanding technical issue were unable to contact the team handling the problem directly, whereas now you’ll receive a direct dial number.
Just use our snazzy interactive voice response (IVR) system to verify your identity, and you’ll be able to get right in touch with the tech team looking after your case.
5. We’re giving customers the best possible experience
We want everyone who chooses Vodafone as their home broadband provider to have an awesome experience with us, whether you’re already a mobile customer, or brand new to Vodafone. And the good news is, it’s working; these market-leading initiatives have been a hit. Our Brand Net Promoter Score (NPS) – a measure of customer satisfaction – is the highest in the home broadband industry by a good margin, and up by almost 40% compared with the same time last year.
Customers have also given us the highest NPS score in the market when it comes to reliability, while the NPS scores for new developments like TechSee have been consistently high.
All these changes are just the start, though, so watch this space for much more broadband news to come.
Why not make the switch? You can find out loads more about Vodafone home broadband right here.