×

Warning

JUser: :_load: Unable to load user with ID: 590300
Wednesday, 25 November 2015 00:55

ACMA advises telco industry on consumer mobile spending

By

An ACMA-commissioned Newspoll survey from February contains ‘some valuable insights for industry in the design of mobile products and the delivery of spend management alerts.

ACMA, the Australian Communications and Media Authority, has compiled a list of ‘five messages’ for the Australian mobile industry on ‘consumer mobile spending.’

Although it is already November 2015, ACMA points to a Newspoll survey it conducted in February 2015 which nationally surveyed 1735 Australian adults, including 1,020 post-paid mobile phone bill payers, ‘to explore the consumer experience.’

ACMA says ‘the survey looked at consumer awareness and usage of spend management tools and alerts as well as the incidence of unexpectedly high bills. The research followed the introduction of spend management alerts (from September 2013), and are also known as ‘usage notifications’ that are typically sent to customers by SMS.’

Findings include:

Some consumers are still on the wrong plan

  • 35% of people who considered themselves ‘light-data’ users have a surprisingly large data allowance of over 1 GB. Of this population, more than half have an allowance of over 2 GB.
  • 8% of people who considered themselves ‘heavy-data’ users have quite a low data allowance of 1 GB or less.
  • The research showed that 81% of consumers intended to select a plan that was high enough to reflect actual data usage, helping to avoid exceeding their limit. To help consumers better estimate usage and select appropriate plans, the telecommunications industry needs to develop better tools and resources that are accessible and easy-to-understand.

Consumers are restricting rather than freely using their mobiles

  • Over 80% of consumers don’t use or restrict elements of their mobile usage to avoid high bills.
  • 49% of restrict data and call usage.
  • 20% don’t use data or restrict their data usage.
  • 14% restrict call usage.

Real-time and easy to understand spend management information (alerts as well as meters and apps etc) and/or industry education of consumers give consumers more confidence to use their service more and also build brand loyalty.

Article continues below, please read on:

Some consumers plan, some make adjustments

  • In the last 12 months, 85% of consumers who did not receive an unexpectedly high bill had a mobile data plan adequate for their usage levels.
  • 46% of consumers who did receive an unexpectedly high bill had to buy extra data.
  • Helping consumers to pick the right plan may assist in avoiding bill shock and build brand loyalty.

Voice calls still a cause of bill shock

  • 19% of consumers who had a bill 1.5 times their normal bill attributed it to phone calls within Australia.
  • 21% who had a bill triple (or more) their usual bill attributed it to phone calls.
  • There still remains a significant number of consumers who experience unexpectedly high bills due to voice calls, across all sizes of bills. While many post-paid plans now include unlimited national voice calls, there’s an opportunity for providers to expand the range of products with unlimited calls to attract these customers.

Some consumers aren’t receiving alerts, or are ignoring them

  • In the last 12 months, 67% of consumers reported having received an SMS spend management alert.
  • In the last 12 months, 47% of those who have experienced an unexpectedly high bill did not receive, or did not recall receiving, a 100% ‘call alert’.
  • From these survey results, it’s clear that there is room for further improvement on making customers aware of spend management alerts.

ACMA asks telcos ‘how do your customers match up?’

ACMA advises that telcos can read the Spend management tools and alerts—Tracking consumer outcomes of the Reconnecting the Customer inquiry research report or check out ACMA’s infographic for highlights of the report.

Read 2496 times

Please join our community here and become a VIP.

Subscribe to ITWIRE UPDATE Newsletter here
JOIN our iTWireTV our YouTube Community here
BACK TO LATEST NEWS here




ELASTICON SYDNEY 2024 LATEST ADVANCEMENTS IN GENERATIVE AI

On 20 February, keynote addresses from NAB, Canva, AWS, and Google Cloud, among others, will feature at ElasticON Sydney 2024.

This event will explore the latest advancements in generative AI

The one-day conference, hosted by leading search analytics company Elastic, will include networking drinks, hands-on labs, technical sessions and a stellar line-up of keynote speakers from finance, technology, and government e=sectors.

ElasticON Sydney 2024 promises to be an enriching experience with a comprehensive exploration of the latest developments in security, observability, generative AI and their real world applications

Don't miss out on this opportunity to network and find answers for what's next from your industry peers and leaders


Register for ElasticON Sydney 2024

REGISTER HERE!

PROMOTE YOUR WEBINAR ON ITWIRE

It's all about Webinars.

Marketing budgets are now focused on Webinars combined with Lead Generation.

If you wish to promote a Webinar we recommend at least a 3 to 4 week campaign prior to your event.

The iTWire campaign will include extensive adverts on our News Site itwire.com and prominent Newsletter promotion https://itwire.com/itwire-update.html and Promotional News & Editorial. Plus a video interview of the key speaker on iTWire TV https://www.youtube.com/c/iTWireTV/videos which will be used in Promotional Posts on the iTWire Home Page.

Now we are coming out of Lockdown iTWire will be focussed to assisting with your webinars and campaigns and assistance via part payments and extended terms, a Webinar Business Booster Pack and other supportive programs. We can also create your adverts and written content plus coordinate your video interview.

We look forward to discussing your campaign goals with you. Please click the button below.

MORE INFO HERE!

BACK TO HOME PAGE
Alex Zaharov-Reutt

Alex Zaharov-Reutt is iTWire's Technology Editor is one of Australia’s best-known technology journalists and consumer tech experts, Alex has appeared in his capacity as technology expert on all of Australia’s free-to-air and pay TV networks on all the major news and current affairs programs, on commercial and public radio, and technology, lifestyle and reality TV shows. Visit Alex at Twitter here.

Share News tips for the iTWire Journalists? Your tip will be anonymous

Subscribe to Newsletter

*  Enter the security code shown:

WEBINARS & EVENTS

CYBERSECURITY

PEOPLE MOVES

GUEST ARTICLES

Guest Opinion

ITWIRETV & INTERVIEWS

RESEARCH & CASE STUDIES

Channel News

Comments