Quantitative research report
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- Key findings
- 3G bill-payer contract understanding
- Experience of unexpectedly high bills
- Response to unexpectedly high bills
- 1. Introduction
MethodologyA mixed method was undertaken for this project during May to August 2010. An exploratory qualitative phase consisting of n=9 in-depth interviews was conducted in Victoria. Following this, computer-assisted telephone interviews (CATI) were conducted with Australians who live in households with a fixed-line telephone (n=949) and with those who do not have a fixed-line telephone in their household (n=120). Key findings3G bill-payer pre-purchase and point of purchase trends Prior to purchasing a mobile phone, consumers typically consult at least one source to gain information that enables them to select the phone and plan. The store sales person, friends and colleagues are the most common information sources when a consumer is deciding which mobile plan to purchase. The most commonly reported reason for purchasing a new phone or plan was the end of an existing plan. Other triggers include upgrading from a previous plan and the desire for a new phone with the latest technology. Users of 3G features were more likely to purchase a phone that provided them with more features and/or the latest technology. When asked how their phone was mainly used, bill-payers reported that they mainly used their phone for voice calls and SMS. Overall, four in 10 customers reported using 3G features on their phone. On average, these customers are considerably younger than those who do not use 3G features, with 46 per cent aged under 35 years. Of those customers who did not use 3G features most simply wanted a specific type of phone, regardless of its features. The second most common reason for not using 3G features was the cost—although there was a significant difference between parents and other adult 3G bill-payers in this regard:
Just over half of all 3G bill-payers use spend management tools, with 47 per cent indicating they do not use any tools to monitor their mobile usage and costs. 3G bill-payer contract understandingLess than one in five 3G bill-payers read their entire contract, while about 50 per cent read at least half of their contract. About three-quarters of bill-payers who read at least some of their contract reported that they understood it. Difficult aspects of the contract included language, charging arrangements and the consequences of exceeding the cap. While 77 per cent of consumers were confident in their understanding of the call and SMS inclusions in their plan, just 56 per cent were confident in their understanding of charging for excess usage. Among bill-payers who use 3G features, approximately half had a low understanding or no understanding of data-charging arrangements. Experience of unexpectedly high billsHalf of post-paid bill-payers had received an unexpectedly high bill, either on their current plan or on a previous 3G plan, while 44 per cent of prepaid bill-payers had run out of credit faster than expected on their current or previous 3G plan. When comparing differences across groups, those customers aged under 35 years who used 3G features and paid the bill were more likely to have received an unexpectedly high bill. Bill-payers named voice calls as the main reason for exceeding their usual usage. Internet usage was a relatively minor factor contributing to the likelihood of receiving an unexpectedly high bill. Those who use 3G features were more likely to exceed their usual usage due to international calls (19 per cent) than non-3G feature users (11 per cent). A total of 15 per cent of 3G feature users reported that they exceeded their usual usage due to internet usage. 3G bill-payers who received an unexpectedly high bill were slightly less confident about understanding excess usage charges than those who did not receive an unexpectedly high bill—suggesting that this may have been a factor contributing to receiving a higher than expected bill. There was also evidence to suggest that gaps in understanding of data allowance and excess data usage increased the likelihood of those who use 3G features receiving an unexpectedly high bill. Despite this, voice calls and SMS were the main aspects of phone use that contributed to receiving a higher than expected bill among this group. Response to unexpectedly high billsFollowing the receipt of a higher than expected bill, 28 per cent of post-paid consumers queried their bill with their service provider. At 33 per cent, prepaid bill-payers were more likely to monitor their service use after running out of credit sooner than expected. Just under one-third of post-paid bill-payers decided not to take things further after receiving an unexpectedly high bill. The most common reason for this was acceptance that the bill reflected their usage and so they had no other option but to pay it. Among those consumers who queried their bill with their service provider, 63 per cent were satisfied or extremely satisfied with the response, while 31 per cent were dissatisfied or extremely dissatisfied. 1. IntroductionIn the last five years or so, technology providing mobile phone features has advanced rapidly. Mobile phone manufacturers have increasingly added features that rely on the internet, as well as improved cameras and storage capacity. Smartphones such as the Blackberry and iPhone have become more accessible to the everyday consumer. Growth in mobile services has been driven by a continuing surge in the take-up of 3G mobiles, with an increase from 8.55 million to 12.28 million 3G services between June 2008 and June 2009. In part, this reflects increased 3G network coverage and handset functionality.1 With more options for using mobile phones now available, there is a risk of consumers overspending on their post-paid plan or running out of credit faster than expected with prepaid plans. Directory: media media -> Applications to Drill media -> Unicef voices of Youth Chat Theme: Children and aids nigeria and Zimbabwe 13 October 2006 Background media -> Tsunami Terror Alert: Voices of Youth media -> Biblical Eschatology Presentation by: D. Paul Beck May 4, 2016 Ground Rules media -> Guide to completing the collection using the Omnibus system media -> The milk carton kids media -> Events Date and Location media -> The Gilded Age: The First Generation of Historians by H. Wayne Morgan University of Oklahoma, April 18, 1997 media -> Analysis of Law in the United Kingdom pertaining to Cross-Border Disaster Relief Prepared by: For the 30 June 2010 Foreword media -> Cuba fieldcourse 2010 Download 498.14 Kb. Share with your friends:
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