Vodafone launches the "satisfied or refunded" initiative for customers who use the 4G network. Each day of slow or interrupted connection the customer will be compensated with a day of free internet surfing. Following massive investments in ultra-broadband, which now covers 91% of the population, Vodafone is betting on the quality of its 4G network and announcing the initiative in favor of customers.
The initiative also marks the launch of a broader program called 'We care' which aims to consolidate and enhance the relationship of trust with customers, through a series of concrete actions, in the areas of connectivity, transparency, recognition of customer loyalty, and the accessibility and effectiveness of the service.
The debut is scheduled for 12 October 2015. If a customer, with an active 4G offer, should have a connection experience that does not live up to expectations, he can send his report through the free My Vodafone application, and receive a day of free internet, for one report every 30 days. Furthermore, a second phase of the initiative is expected in the coming months which will be extended to further services, in which Vodafone, with its network technologies, will intervene proactively towards the customer, offering compensation.
It is precisely the My Vodafone application that represents the simplified interface and the advanced point of contact in interacting with customers. Again in the direction of 'We care', a series of initiatives already carried out go. A red help line is available in Vodafone shops which, through live advice from staff, connects the customer with a direct line to the company's call centres. For those who contact 'Customer Service', a verification text message is active to ascertain the effective resolution of the problem. All customers – not just new ones – are offered free surfing days on a regular basis.
Finally, for small and medium-sized enterprises, the First Class Service is provided, which ensures a dedicated team of experts, to guarantee the continuity and timeliness of the service. Vodafone, as part of the We Care program, will continue with other very sensitive actions for consumers, ranging from transparency and certainty of spending on digital services, to roaming offers, from the ease of receiving decisive answers on first contact, up to a lifetime easier for those grappling with the complexities of the new digital world.
