The Experience : Expectations and Customer Satisfaction
Till sometime back, before the online recharge had become as user friendly as it is today, I used to visit local vendors to recharge my cell phone. As it was a prepaid, the local vendor used to simply ask my number and used to recharge it in an instant. As it was a face to face conversation, I could every time ask for any better scheme that had newly arrived or move to a better plan. At that time firstly online recharge was not available and initially when it was, the flexibility of recharge options was not available. However today, the Vodafone online recharge system has become extremely user friendly. It has a wide variety of recharge options including top up or validity based on the users need just at the click of a mouse. It also offers the services of Bonus Cards online. Most importantly, no account needs to be created. Just put in your number, name and email and amount every time you want to recharge, and within a minute you will have an increased balance! Similarly, recently they have allowed the postpaid customers to pay their bills online in a similar way.
The online recharge and bill payment method has definitely lived upto my expectations of a user friendly, efficient service of bill payment/ online recharge. This has helped me recharge my phone at odd times and multiple geographies. It has successfully helped me in emergencies and there is always a peace of mind that I can recharge at any time.
Service Customer Understanding: Good map between customer needs and service offering. All services available at the local vendor is now available on their site. It is easy and convenient to change or modify according to the customer needs.
Competition : None of the leading telecom providers have such an easy to use online recharge facility. But bank portals provide this facility for most networks.
Marketing : Explicit marketing is not done. However a google search of “ Vodafone online recharge” ensures that the correct linked is shown. The efficiency and efficacy of the service itself compels the customer to return to the use of site.
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ReplyDeleteOn 25th August I purchased a new Vodafone postpaid connection from Vodafone store. I used my number for just making calls and sending SMS, which I was told are free. Now they sent me, bill of Rs. 1249.25. In the bill they have charged Rs. 649 for internet surfing & downloading & they also charged Rs. 150 for activating some Special service of Vodafone which I hadn’t activated. And when I made a call at their customer service number and discussed about my bill issue they neglect that. Company had barred my outgoing calls. And after that they use to make me calls again and again that if I won’t pay the bill amount they would suspend my Incoming service also. So I submitted my complaint against Vodafone at Consumer Court. Now I am waiting for my complaint reply. Hope I get help from Consumer Court soon.
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