Virgin Mobile ranked highest on both pre-pay and contract in the latest J D Power mobile customer satisfaction survey. T-Mobile rated worst for pre-pay and Orange for contract. The survey also claimed that increasing numbers of customers are looking to switch networks at the end of their contracts. />The JD Power 2007 survey its 10th scored networks out of 1000 index points for brand promotions call quality cost handsets and customer service. The marks scored for customer satisfaction within the contract sector also include billing. The survey polled 2706 mobile customers. />Among pre-pay providers Virgin Mobile moves from third place in 2006 to first place with an index score of 724 points on the 1000-point scale. It rated well across all six factors. O2 with 699 points came />second. Tesco Mobile included in />the study for the first time ranks a close third. />Virgin Mobile also ranks highest in the contract sector with a score of 730 points. Its scored highly for six out of seven voting categories. O2 and T-Mobile (679) follow in the segment rankings. />JD Power and Associates director of service industries research Caspar Tearle said: With increasing numbers of consumers reporting their intention to switch providers its becoming even more important for them to reward existing customers for their loyalty. />One-tenth of pre-pay customers and more than one-fifth of contract customers intend to change in the next 12 months. Our research also shows rewarding mobile customers has a positive impact on levels of customer satisfaction and could entice potential customers to switch networks. />According to the study 46 per cent of customers received some form of incentive or reward from their network to encourage loyalty with contract customers marginally more likely to receive rewards than pre-pay customers. />It also found the average number of weekly calls made by pre-pay customers has dropped from 14 in 2006 to 10 per week. The average number of text messages has stayed the same at 27. />Among contract customers the number of calls made per week has dropped from 35 in 2006 to 27 in 2007 while texts have increased considerably from 32 to 46. />Seventy-two per cent of mobiles now have a camera feature. Content usage has increased with 66 percent of users now taking photos and 47 per cent sending photos to others. Just 23 per cent of users actually download ringtones. />Pre-pay customers pay an average of £12.35 per month representing an annual spend of £150 with O2 customers spending the most (£13.95) and Virgin customers the least (£10.90). Contract customers spend £32.45 per month Orange customers spending the most and Virgin customers spending the least.

Text service Any Question Answered (AQA) answered its six millionth question over the Easter weekend it said last week. />AQA marketing director Paul Cockerton said AQA is answering 14000 text questions a day from the UK and Ireland with answers sent out every six seconds. />Cockerton said: The Easter weekend signalled the start of a very busy period. The combination of the good weather high profile sporting events and a few extra days off meant customers were in an inquisitive mood. We answered a record 60000 questions over the Easter bank holiday. />The six millionth question was answered at 10.17pm on April 13. />AQA launched in 2004 as the first premium rate text question and answer service. It took AQA 18 months to reach its first million questions. The last million took just 10 weeks. By the end of the year AQA will be answering a million questions a month said Cockerton. />AQA has around 700 researchers to answer questions.

Oranges decision to make its Unlimited tariffs available through the dealer channel is literally too good to be true it has turned out. />Until now Orange tariffs of £35 per month and above have included an unlimited offer through Oranges direct sales channels only. Orange extended the deal to the indirect channel including its high street multiple partners on May 1. />But Orange confirmed last week it is keeping other value-packed tariffs to itself and boosting its direct 18-month tariffs by 100 minutes. />JAG managing director John George said: The message we got from Orange was we were getting the same deals. What we werent getting was hidden as I expected we were getting the same deals that had been available in Orange direct stores. />He added: When they give us something they usually take something so Im grateful we havent been penalised with lower commissions. />Intek managing director Manny Hussain said: It isnt good they havent given us the others. It makes things the same as they were before. />Network Digital director Peter Sealey said: It would be better if they were with us not against us. We all know theyre sneaky. They try not to include us and want to cut us out but we find ways around it. Its wrong how they treat us. />But dealers were pleased they had been extended at least some of the benefits of Oranges stores. />Hussain added: It means we wont get customers who buy from us then find out they could get a better deal direct. It saves us those problems. Customers often feel aggrieved when they find about the unlimited text offers. You end up returning one Orange handset only so they can connect it back to Orange. Its not a professional way to do things. />The Unlimited offer is available on 18-month contract upgrades only. Dealers can now offer Oranges Racoon £35 tariff with unlimited landline calls its Dolphin £35 tariff with unlimited cross-network texts its Canary £40 tariff with unlimited on-network calls and its Panther tariffs with a choice of unlimited deals. />An Orange spokesperson said: The unlimited tariffs are incredibly popular so we extended them to independent dealers to ensure that all customers can benefit. />Orange has also revamped small business tariffs launching new packages for self-employed sole trader and SME customers this month. />The Orange Solo plan offers three price points from 400 to 800 minutes with 50 per cent extra minutes for those taking 24-month contracts. Up to 3MB of data and free texts are available on £35 and £40 plans. />The Orange Venture devised for business with up to 10 employees has bundles ranging from 275 to 3400 minutes unlimited calls between sharers and mid-contract reviews. Venture also has a promotional offer of 20 per cent extra minutes for 18-month contracts and 40 per cent extra minutes for 24-month contracts. />For larger business Orange Momentum has bundles ranging from 2500 to 45000 voice minutes flat rate sharers fees unlimited calls and texts between sharers and a promotional launch offer of unlimited on-net calls on 24 and 36-month contracts. />Orange head of channel sales Sam Sandercock said: Its not going to be a massive acquisition market but it will help us continue our good growth. Well be powering on with our existing business tariffs but we hope these will take off very quickly.

Carphones Stuart Henry said last week that Carphone needs to ape the old Caudwell Group companies to succeed. />Said Henry: We need to stand on our own two feet and develop relationships with all the key suppliers and work in isolation [from Carphone]. John Caudwell would never have tried to run 20:20 out of Phones 4U. They were separate businesses that were in most respects competitors. We should be competing with and supplying Carphone.

Israeli manufacturer Emblaze denied last week that it is set to pull out from troubled distributor European Telecom. />Emblaze UK CEO Laurence Alexander told Mobile News: There has been no meeting this week with the ET senior management team. All of our distribution business continues to go through ET. All the orders go to ET and we are processing orders now. Emblaze remains the majority shareholder in ET. There is no plan at present to change any of that. />Sources close to ET said Emblaze will walk away from it this week whether ET finds a buyer for the distribution business or not. />Emblaze has been hawking its fulfilment business around rival distributors including Data Select and Carphone Warehouse claimed sources close to both. />Alexander denied this flatly. />Certainly Emblaze has kept a close eye on ETs finances of late. />The company has upwards of £8 million in withheld VAT refunds due to the clampdown on VAT carousel fraud by HM Revenue & Customs (HMRC). />ET chairman Nico Devisaj has admitted publicly that handset trading at ET has come to a halt. />Its airtime distribution business has also suffered as networks have suddenly pulled back from distance sales. There have also been a tranche of redundancies from the business in recent months. />ET set up its direct B2B sales ET Business Solutions in December. It has been suggested it represents an escape route of sorts from the distribution business for its senior management team. />Frank Masson the head of ETs B2B unit said: ET Business Solutions is now behaving like a stand-alone business. />We have genuine confidence in it growing and succeeding. We are looking at all the other parts of the business to see if they are worthy of complimenting the B2B unit. />See interview page 26

The governments blanket approach to carousel VAT fraud came under heavy fire in the Court of Appeal last week. />Lord Justice Sedley said the Serious Organised Crime Agency (SOCA) enjoys enormous and unprecedented power under the Proceeds of Crime Act and that innocent traders were victims of its approach to carousel fraud. />The Court of Appeal handed down its judgment in the case of a judicial review brought by online bank UMBS against SOCA. The governments ability to freeze traders bank accounts and force them out of business was heavily criticised. />Up to 1500 UMBS customers have had their bank accounts frozen by SOCA. HM Revenue & Customs (HMRC) has since sought a restraining order against UMBS in an attempt to shut it down claimed trade sources last week. />John Day partner of Malletts Solicitors said: The Proceeds of Crime Act is a truly frightening and draconian piece of legislation where the rights of the individual come a distant second to those of the State. />This is a very important judgement for traders because it shows that if a bank makes a disclosure request for SOCA and SOCA says that the bank cannot trade with these accounts the accounts will be frozen for 31 days. />Traders can go out of business. If they are faced with that they should immediately think about making an urgent application for a judicial review. That is the only way they can get their monies released. They have no rights against the bank. />UMBS discovered in February that its client trust accounts in the UK had been frozen after the bank that held the accounts on its behalf Currency Solutions asked SOCA to confirm that it could process transactions on UMBS behalf. SOCA refused consent. UMBS clients have had their accounts frozen as a result. />The judicial review is ongoing. />Lord Justice Sedley said: In setting up the Serious Organised Crime Agency the state has set out to create a region of executive action free of judicial oversight. />Although statutory powers can intrude heavily and sometimes ruinously into civil rights and obligations the supervisory role which the court would otherwise have is limited by its primary obligation to give effect to Parliaments clearly expressed intentions. />The Proceeds of Crime Act makes it a criminal offence for a party such as a bank to become involved in an arrangement that it suspects of involvement in criminal activity. />Day added: The test for suspicion of money laundering is very low such that in practice banks and other parties will tend to err on the side of caution when making disclosure reports to SOCA.

Massive cuts to European roaming charges will take effect this summer but the parliamentary committee responsible for the move has won few friends among UK network operators and industry bodies. />The European Parliaments Industry Research and Energy (ITRE) committee voted on April 12 to cut roaming charges to no more than Â’Â’Â’ 0.40 (27p) per minute for a mobile call made abroad and to no more than Â’Â’Â’ 0.15 (10p) per minute for a call received abroad. The proposed legislation still requires the backing of the European Parliament itself which votes on the cuts in mid-May and a formal EU telecom council in Luxembourg on June 7. />But EU telecoms commissioner Viviane Reding heralded the proposal this month as the last border in the EUs internal market that is bound to disappear very shortly. />She said: These low roaming tariffs should apply automatically to all customers unless they opt for an even cheaper package offered by a mobile operator (opt-out system). />It also means mobile operators will now have to convince consumers they offer an even better package than prescribed by EU roaming rules. This is a strong incentive for competition. />But the GSM Association (GSMA) the global body for network operators said proposed roaming regulation adopted by the ITRE committee could jeopardise the competitiveness of the European mobile market. />Removing incentives />In a statement the GSMA said: If this is approved by the European Parliament the proposed regulation would introduce distortions to the roaming market that will remove incentives for operators to invest and compete which will penalise a large number of mobile users. />The GSMA maintains retail price regulation is inappropriate and unprecedented on the basis of the principles of a market economy which is the foundation of the EC Treaty. The proposed price caps will force operators to offer roaming services at below cost and give them no scope to compete with each other on price and new services. />It said the proposals ran contrary to the findings of the Parliaments own expert consultants Copenhagen Economics which said price caps suggested in the Commissions original proposal would damage competition. />Copenhagen Economics suggested caps be increased significantly Â’Â’Â’ in the case of receiving calls that they be doubled to at least Â’Â’Â’ 0.33 per minute (compared to the original Commission proposals of Â’Â’Â’ 0.17) said the GSMA. />It also argued operators and customers should be allowed to agree on any tariff scheme they wished. />Vodafone also refuted the proposals merit last week branding it price-fixing and fundamentally wrong. />Vodafone fears its Passport package designed for frequent European travellers will have to be shelved under the new legislation. />A spokesperson said: We dont believe its based on a realistic assessment of the situation. There seems to be no explanation given as to why theyve come up with these numbers. This is price fixing in a very old fashioned eastern European kind of way. The unintended consequences wont be beneficial. />The spokesperson said mobile operators were already bringing down prices and the European Parliament didnt understand how mobile phone pricing operated. />Vodafone also took task with the length of time available to explain the tariffs and their effects to customers with the committee proposing the new rates come into action one month after the vote. />Frankly its not enough time for any organisation to inform their customers about major changes. The likelihood of considerable unhappiness occurring is quite high said the Vodafone spokesperson. />O2 echoed Vodafones dissatisfaction with its My Europe offerings also facing the scrap heap. />An O2 spokesman said: It doesnt address the fact consumers dont all travel at the same time they want flexibility and theres a real danger some could be penalised as a result. />We believe from our customer research there is no one size fits all answer at the retail level. That said we support the EUs move to further reduce wholesale tariffs Â’Â’Â’ its something weve been pushing on for some time Â’Â’Â’ but competition and consolidation are driving down retail charges not intervention. />A T-Mobile spokesman said the mobile marketplace was competitive enough to regulate itself. Weve already cut rates to Europe and North America by 50 per cent. We are confident we can continue to bring prices down anyway. It just remains to be seen how the vote will go. />Lone voice of support />Alone in its wholehearted support of the proposals is 3 which said it backed the capping of wholesale mobile roaming charges. />A spokesperson said: We agree and believe these charges are too high. We wanted to see them come down. If you regulate the wholesale rate the customer rate will come down. />The fundamental point is that what the charge is for carrying an international call no longer reflects its true cost. Networks are now more efficient and they are charging too much. />Orange declined to comment until the decision was finalised. />UK telcommunications industry regulator Ofcom which last month moved to slash network termination rates by up to 45 per cent has also failed to throw its weight behind the proposals. It said: We believe some improvements can be made to the detail of the proposals to ensure the right balance between consumer protection as well as providing the basis for continued innovation and competition. />According to Global Insight telecoms analyst Emeka Obiodu public opinion on online forums is already hailing the mobile roaming charge cap as one of the best things to come from the EU with the networks efforts to cut charges being hardly enough. />Obiodu said: The mobile operators may soon realise that in the EUs quest to preach its relevance their businesses concerns are dispensable. />The European Parliament Socialist Group hailed the proposed regulations as an important victory for the consumer and said it would push for even lower rates. />However Informa Telecoms and Media has predicted roaming price levels for non-Europeans travelling in Europe will rise if the proposals are approved. />Several European mobile operators have reportedly told Informa they would increase the wholesale prices that they charge non-European operators whose customers roam on their networks to compensate for the loss of revenues resulting from the proposed price caps. />(See Business Watch left).

Jelly MD Gareth Limpenny said: Jellys performance has given us a great deal of satisfaction and continues to drive the company forward.

The Chessington-based B2B division will compete in the marketing category.

Kevin Russell has been appointed CEO of 3 UK replacing Bob Fuller who will now retire at the end of June after being with the network for four years. />Russell who has been deputy CEO of 3 UK since January 2007 joined Hutchison in 1995 and was later appointed CFO of Partner Communications Company in 1999. He then became CEO of Hutchison Telecommunications (Australia) in 2001. />Fuller became COO of Orange UK in 1997. He rejoined the Group in September 2001 as co-CEO of H3G Italia Spa and was appointed co-CEO of 3 UK in May 2003.

Huawei provides products and services for handsets and equipment that are used across the across the network. The award was presented as recognition for the companys outstanding performance in those areas.

The ceremony was held at Vodafones Newbury headquarters and Huawei Europe president William Xu was delighted to receive the award. He said:

We are delighted to have been awarded the Outstanding Performance Award by Vodafone. The award recognises Huaweis commitment to providing industry-leading products and solutions rapid response as well as outstanding delivery.

Vodafone global supply chain management director Detlef Schultz said: Huawei received this award for consistently showing a deep understanding of our business needs.

The award also recognises Huaweis determination to help Vodafone achieve its strategic objectives.