Talk the TalkTalk
Sir: Matthew Vincent's analysis 'Sick of rotten service?' (Business, 9 June) does not tell the whole story. Carphone Warehouse's share price may have performed very well over the last five years, with a reputation for good customer service a significant factor. However, in the 12 months since the launch of TalkTalk Free Broadband on 11 April 2006, the shares fell by 8.1 per cent in absolute terms and by as much as 31.2 per cent relative to the FTSE 250. There is no doubt that poor customer service has been one of the biggest issues for our shareholders. In most instances, customers will vote with their feet if companies persist in delivering an unacceptable level of service. In the long run, it's hardly a sustainable business model.
Peregrine Riviere Director of Corporate Affairs, Carphone Warehouse Group PLC, London W3
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