A Report on Vodafone (Essay Sample)

A REPORT ON VODAFONE
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A Report on Vodafone
Introduction
Vodafone Hutchison Australia is a company located in Australia. The company is a telecommunication company that operates both Crazy Johns and Vodafone brands in Australia. This joint venture was formed in 2009, and its headquarters are in North Sydney. The merger of Hutchison Australia and Vodafone Australia resulted to the attainment of seven million subscribers. Due to large numbers of subscribers Vodafone Hutchison Australia earns annual revenue of at least four billion dollars a year making the third largest telecommunication provider in Australia. Telstra and Octopus companies are ranked the top telecommunication providers in Australia taking the first and second position respectively (Vodafone.au, 2015).
The Vodafone Hutchison Australia joint venture is owned by Vodafone group and Hutchison Telecommunications Australia. This joint venture was formed on a basis of 50-50 percent. In this paper, our main concern will be the joint venture as a whole. The paper will cover the company’s operations, reputation in the market, customer feedback and customer complaints. The main reason of this paper is to cover deeply problems associated with one of the areas named above and find solutions (Vodafone.au, 2015).
Methodology
This paper is limited to use of secondary materials. The methodologies used in this paper include quantitative research and qualitative research. Quantitative research involves collection and conversion of data into a numerical form. After the conversion the statistical calculations follows. Finally, conclusions are made. This methodology in this paper will be limited as there is no requirement of statistical calculations.
The second methodology to be used is the qualitative research methodology. Qualitative research is usually associated with the analysis of socially constructed facts and reality. Qualitative research methodology involves recording and attempting to uncover significance and deep meaning of human behavior especially beliefs in an attempt to bring out the truth of the matter. This methodology will be extensively used in this paper.
Findings
The Company’s Operations
Vodafone initially operated as a single network with the 2G and 3G networks. During the merger, the joint venture has enabled its customer’s access the 3G networks. This comes with absolutely no charges. In 2010, Vodafone Hutchison Australia made known its plans to combine the three networks into one so as to provide better services to its customers as well as the gain competitive advantage against Telstra. During the merger, Vodafone Hutchinson Australia made a decision to buy the Vodafone retail stores that were previously run by Digicall retail management group. The proposed retail structure by Vodafone Hutchison Australia will see through that the numbers of retail stores are increased by 170. The proposed retail structure also would increase the number of employees from 1400 to 5100 (Vodafone.au, 2015).
Vodafone offers its customers both prepaid and post paid mobile data services as well as voice services. Vodafone customers are both domestic and commercial users. The 3G network provided by Vodafone Hutchison Australia covers major cities such as Brisbane, Perth, Melbourne and Sydney. Cities that are unable to access Vodafone Hutchison Australia networks are allowed to roam using Telstra. In 2013, Vodafone Hutchison Australia put in place a 4G network that have been rated to be efficient and effective (Vodafone.au, 2015).
Customer Feedback
Vodafone Hutchison Australia has put in place measures to ensure that the customer feedback in place is efficient. Vodafone Hutchison Australia has a fully active website that allows consumers to raise their concerns regarding the company’s network provision. Vodafone also has customer service centers that are tasked with attending to the general public who are mostly its customers. Vodafone Hutchison Australia has also put in place call centers where customers can communicate directly with the employees. This technique has enabled customers to get fast feedback concerning their issues. The company as well is able to gain fast feedback by relating directly with its customers (Vodafone.au, 2015).
Reputation in the Market
Vodafone has a considerable good reputation in the market. Many people in Australia use Vodafone as their network provider. Although the number is less than that of Telstra and Optus consumers. The reason for the good reputation is due to a number of factors. One Vodafone Hutchison Australia offers a free data plan for new users for the first two months. This enables a new user to sync and installs necessary applications in their phones without the worry of expensive data charges. The plan behind this offer is called the red plan, and it ensures its new users that they will not be getting data charges during their first two months (Wikipedia, 2015).
The second reason for good reputation in the market is the offer of a guaranteed network. Vodafone Hutchison Australia ensures that its consumers get services according to their network usage. Vodafone Hutchison Australia provides a plan known as Vodafone Network Guarantee. This plan ensures that if one is in an area where there is no network coverage they are refunded their money. The plan ensures that the users are not afraid to try Vodafone network due to fear of poor or no network coverage.
The third reason for the good reputation of Vodafone Hutchison Australia is the provision of better value. Vodafone offers affordable prices for its products. The fourth reason for the good reputation in the market is the availability of the Australian support staff. It is known that Vodafone offers its customers immediate attention and feedback due to the presence of a huge Australian call center that takes care of customer calls (Wikipedia, 2015).
The fifth reason for the good reputation of Vodafone is the roaming charges competitive advantage. Vodafone Hutchison Australia offers the best charges for international roaming in the Australian market. For example, one can use $5 per day while in Australia and still when out of the country. This enables Vodafone users to use their network even when out of the country. This plan also ensures that if a person using Vodafone is out of the country he or she does not incur heavy and costly data charges. Due to global nature of Vodafone their charges are rated half those of other companies such as Optus and Telstra that are regional (Wikipedia, 2015).
Complaints
Vodafone Hutchison Australia is a large company and due to this fact complaints cannot lack. Also, Vodafone Hutchison Australia provides service to a diverse market force from all walks of nature. Also in the market structure critics are bound to arise. There are a number of customer complaints regarding Vodafone Hutchison Australia. First, high charges associated with Vodafone Hutchison Australia services. Some customers complain that the charges imposed by Vodafone are high compared to those of other companies’ especially small companies in Australia (Vodafail, 2011).
Second, poor Vodafone network coverage especially in 2007. In 2007, when iPhone was launched many people bought it. Due to this the Vodafone network experienced congestion and could not keep up. Due to this congestion many Vodafone experienced unreliable and poor text, voice and data services. This situation was very bad that the CEO then had to issue a public apology. This issue led to a decrease of Vodafone brand by six million. In this paper, our concern is problems associated with one of the areas discussed above. Our main concern will be customer complaints as well as feedbacks as these two areas are both intertwined (Vodafail, 2011).
Findings
There are a number of customer complaints that have been raised over the years by Vodafone users. First, service issues reported by customers. Various complaints have been raised by customers concerning services provided by Vodafone. There are issues that have been reported relating to service provided. There have been customer complaints on incorrect charges on their bills. There have also been complaints of receiving of text and voice messages hours or days late. Complaints concerning call dropping or lack of call connection have also been rampant. There have been customer complaints regarding lack of solving customer complaints by the customer service. There have been cases reported by customers concerning the lack of network coverage in areas where there is excellent network coverage (Vodafail, 2011).
The second customer complaints are on issues of accounts billing. Vodafone has over the years received complaints by customers on issues of incorrect billing. Vodafone also has received complaints by customers on charges on erroneous usage. There have also been cases of customer complaints by Vodafone users on incorrect charges on termination fees. Some customers have had cases where the system sent multiple messages, and these messages were charged. This situation has led to extra costs to the complainants.
There have also been complaints by customers on differences generated by billing systems in Vodafone. Customers complained that mobile broadband software provided by Vodafone generated a different data usage compared to Vodafone's bandwidth monitoring system. Customers have complained that Vodafone staffs sometimes suggest moving to more expensive plans without the notification in the initial contract with the service provider. Third, there have been customer complaints on reception and network coverage (Vodafail, 2011).
Numerous customers in Australia have had issues relating to their mobile services. These is...