Telecom rankings come one after the other and are not necessarily similar. We can see that the big operators generally make a killing from those of Connect! but sometimes pull a face when reading those of Bilanz magazine! particularly Swisscom. How credible are these rankings! especially for customer service?Swisscom offers
This is a question that can be asked when comparing the latest triumphant press releases from Salt and especially Swisscom referring to the Connect assessments. On the other hand! when looking at the Bilanz results! in the field of mobile telephony ! for example! the historic operator obtains the worst rating in terms of support with 3.64 out of 6 while Sunrise (UPC) obtains 4.02 and Salt 4.36.
Swisscom at the bottom of the pile
Reading this ranking! we notice above all that smaller amazon database operators come out on top and that Swisscom and Sunrise (UPC) often occupy places at the bottom of the ranking! to be polite. Swisscom is also particularly bad on support in terms of internet access or fixed telephony and TV! according to Bilanz and unlike Connect .
Obviously! these rankings are not made according to the same methodologies. Which shows once again the importance of knowing how we measure and perhaps also who measures and for what purpose. In any case! such differences are at the very least suspect. In fact! these tests should be carried out by truly independent consumer associations.
Sunrise (UPC) pointed out
And then! suddenly! the discourse changes. For example! the German consumer association Stiftung für Konsumentenschutz (SKS) recently filed a complaint against Sunrise (UPC)! which! like Swisscom and Salt! introduced a price revision clause based on inflation in its general terms and conditions. This ploy allows companies to increase prices without customers being able to terminate their contract. And what if inflation falls?Swisscom offers
Already highly questionable!
Specially intellectual property strategy because of this last question! this practice is further aggravated by the lack of flexibility of Sunrise (UPC) which only accepts cancellations by phone or chat! which is Swisscom: first totally unacceptable for many customers. Contrary to what some operators think! no! the consumer list of us mobile phone numbers databases is not a cash cow. These practices speak volumes about the real value of the customer service of these companies.