Mystery Caller: Mobile for the elderly

Mystery Caller’s elderly father needs a phone that is affordable and easy to use. Will the networks be able to recommend a suitable ‘first mobile’ without resorting to favourites Samsung and Apple?

6: Three

Craig said his dad got used to using the small keys on an iPhone fairly quickly

Manner – 2/5
Understanding – 2/5
Knowledge – 1/5
Helpfulness – 2/5
Clarity – 3/5
Overall – 2/5
Total – 12/30

=4: Virgin

Jenny’s recommendation for dad was the Samsung Galaxy S III mini, which has big letters

Manner – 3/5
Understanding – 3/5
Knowledge – 1/5
Helpfulness – 3/5
Clarity – 2/5
Overall – 2/5
Total – 14/30

=4: Vodafone

‘I’m just waiting on this computer to load up, sorry,’ said Jamie, before leaving me in silence for 30 seconds

Manner – 4/5
Understanding – 3/5
Knowledge – 1/5
Helpfulness – 4/5
Clarity – 1/5
Overall – 1/5
Total – 14/30

=2: T-Mobile

Rhiannon said I would be able to increase the size of the touchscreen buttons but could not tell me how to do this

Manner – 4/5
Understanding – 3/5
Knowledge – 1/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 3/5
Total – 19/30

=2: Orange

Paul understood that my dad wouldn’t want to spend too much money

Manner – 4/5
Understanding – 4/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 4/5
Overall – 3/5
Total – 19/30

1: O2

James put in a very good performance, making two sensible recommendations and asking about my father’s requirements

Manner – 4/5
Understanding – 4/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 3/5
Total – 21/30

Summary

There wasn’t a great deal of enthusiasm from CSAs this issue to help me with finding a suitable phone for my father.

Most were not sure what to recommend, suggesting I buy the Motorola Moto G, which is a good phone but not necessarily tailored towards those who have never used one before.

Only O2 suggested a Doro, a brand which designs its handsets with the elderly in mind. Orange and T-Mobile both offer a Doro handset but failed to recommend it.

Three’s CSA put very little effort in, and Virgin’s CSA didn’t really think her recommendations through either.

Full article in Mobile News issue 560 (March 24, 2014).

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