Now this is interesting.
After last week’s disastrous O2 network issue, hoards of angry customers reacted negatively against the brand.
Compare this to giffgaff: a smaller, community-owned and operated network (currently asking for consumer’s suggestions on their The Big Bang Theory sponsor ads).
giffgaff piggyback on the O2 network, so they were equally affected by the issue, and yesterday announced that all customers would be compensated with an extra 10% on top-up credits.
Not only are hoards of calm and reasonable-sounding giffgaff users not complaining, they are going after those customers who do complain: “Members do not deserve anything more than what we get, so I will not be topping up … as I feel I get a good enough deal already” (You can read some of the comments here.)
In some ways the two companies are the same. Both are owned by the same network and both suffered a significant blip in service.
But the relationship they have with their customers couldn’t be more different.