Making it easy to get in touch

We want to hear what our customers have to say

Man browsing on tablet

We know that our customers need to contact us about lots of things, such as bills and price plans, new services and the latest smartphones. We make sure they can get in touch with us whenever and however suits them best:

  • Using our website
  • Through the Vodafone Community (for non-account-specific queries)
  • Using our Live Chat service
  • Calling 191 (The call is free if you’re a Pay monthly or a Pay as you go customer), or 03333 040 191 from any other phone (standard call charges apply)

Of course, if you need hands-on help, you can drop into any one of our hundreds of retail stores across the country. Find your nearest store

Our contact centres

In 2013/14 our contact centres:

  • Handled 29.7 million calls
  • Responded to more than 2.6 million enquires through our Live Chat service

We don’t like to keep customers waiting so our advisers are trained to answer queries quickly and comprehensively. If the lines are busy, our automated response system gives customers the opportunity to ask for a callback. They can even specify a convenient time and date up to a week ahead.
When someone is new to Vodafone and they call us within the first 60 days of buying a new Vodafone product, the call goes automatically to an adviser trained to help with questions about setting up their new service, such as accessing voicemail or setting up email on their phone.

Vodafone Community

The Vodafone Community is another way for customers to get answers fast, either from other Community members or from Vodafone advisers. Members also use the Community to discuss new devices or to comment on topical issues. In 2013/14 the Community was visited 12.2 million times.

As the Community is public, it can’t help with account-specific queries. We aim to respond to all other questions within 48 hours – unless another Community member beats us to it and gives the right answer before we get there

Twitter, Facebook and YouTube

Many of our customers now use social media to keep in touch with us and our specialist advisers routinely monitor Twitter and Facebook. If one of our customers sends us a message or posts on their social media account about a problem with a product or service, we’ll get in touch and help them.

Over the year, we created 200 YouTube videos showing customers how to set up their new devices and get the most from our services. All our YouTube videos are subtitled for customers with restricted hearing.

In 2013/14, we:

  • Responded to 20,500 comments on Facebook and 175,000 tweets
  • Our YouTube videos were viewed more than four million times

Responding to customer feedback

Our directors regularly sit with customer advisers to listen to calls and often call individual customers back to talk about their experience.

Contact Centre managers hold regular meetings with our advisers to listen to calls handled by other teams, helping them learn from their colleagues’ experiences.

We monitor and review the feedback we get from our customers through our website, by email and by phone. We request detailed feedback by asking customers to complete a satisfaction survey after they’ve been in touch with us. We also seek feedback from small and large business customers, asking them to rate our performance so we know where and how we can improve.