Customer satisfaction survey triggers £15m payout to O2 employees as part of cash reward scheme

Mobile phone giant O2 is to pay out £15m to its staff as part of its second annual ‘Thanks a Million’ reward scheme.

The company’s employees were set the challenge of being first choice for customer satisfaction in O2’s quarterly customer satisfaction surveys. At the end of December, an independent research agency confirmed that the firm’s customers said they were “more satisfied” than any of its competitors, triggering the payout.

The survey is conducted by phone and online every three months, with some 5,000 customers being questioned on every element of the customer experience.

Eligible employees are set to receive their cash reward in their March pay packets, while staff who have been working with O2 longer than two years will receive an extra £500.

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Last year, the company exceeded its target to attract one million new customers and duly paid out the money.

Ronan Dunne, chief executive O2 UK, said: “I am proud of our customer satisfaction record and very proud of our employees who have worked so hard to achieve it. Through Thanks a Million we’re thanking our employees with a cash reward and thanking our customers with our continued dedication to satisfying them.”