In praise of O2...

I recently changed my home broadband to O2.  The online customer experience was practically sublime.  I was expecting to pay the price for switching from trusty old friend BT, to a cheap-and-cheerful Jonny-come-lately, but far from it.

The process was smooth and well-thought-out, and the communication was near perfect in timeliness, relevance and tone.

Here's an example., the order confirmation email:

Dear Adrian Kingwell

Thank you for your order for O2 Broadband. Here's what you are getting, plus your Service Terms are attached.
 

Your order reference number:
Package details:
Monthly charge:
Minimum contract term:
Optional extra:
Standard monthly total:
Connection fee:
Mac Key:

Just to confirm the details you provided:

Personal details
Name:
O2 user name:
O2 email:
Mobile number (associated with your Broadband):
Landline No.:
Broadband address:
Broadband contact information
Daytime No.:
Mobile No.:
Email:
Delivery address (for O2 wireless box):
Payment details
Card type:
Card number:
Expiry date:
Billing address:

If any of these details are incorrect, please call us on your usual O2 Customer Service number from your O2 mobile, or 0800 230 0202 free from a landline.

Now you're well on the way to getting your super fast O2 Broadband. We'll let you know what's happening all the way, and you can even log-in to your online account at www.o2.co.uk to track your order.

Best regards,

The O2 Broadband Team

A much shorter version was also sent by SMS text, just in case by email was not working.

Similarly well thought out email and text messages were sent every day or so, throughout the fulfilment process, including a particularly smart text message that said:

Your broadband shipments from O2 will be delivered today. If you need your delivery to an alternative date, reply to this text 1=15th Jan 2=16th Jan 3=17th Jan.

Clever.

And the service didn't stop there.  When I received my wireless box and tried to set it up, the instructions were clear and straight forward.  But I couldn't get my laptop to recognise its wireless signal, so, with great trepidation, I called their help line. The agent though was good. He knew it was a problem with the wireless channel conflicting with a neighbour's wireless modem, and managed to change the channel of my box remotely (don't ask how).  He even emailed me some instructions on how to set up my Belkin wireless router if I wanted to use that instead!

Ok, the broadband itself is a bit twitchy, but I can't fault the customer experience. I've even recommended O2 to my friends and family, and - get this - I don't even want to be rewarded for it!  O2 are getting free referrals, with no expensive "loyalty" programme, and all they've done is provide me with a well-communicated, problem-free customer experience.

Yes, you might even say I have become an Advocate!