IDLENESS sees Brits haemorrhage cash to mobe firms
Refuse to switch, wander into shops like mooncalves
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Almost 20 million Brits are losing money by sticking with their existing mobile phone operators because it's convenient, according to a survey by Which? Mobile.
Which? found that 44 per cent of participants had never changed provider and 31 per cent hadn't done so in the last two years, often because they thought it would be a load of hassle.
However, the consumer group said 90 per cent of those who had bothered to switch in the last two years said they thought the process was fairly – or even very – easy. And almost half claimed that they spent less on their phone after the switch.
"If you have been with the same mobile provider for years, the chances are you could find a better deal elsewhere. With so many tariffs out there it pays to shop around, either through a comparison site or by checking out what different networks have to offer," said Which's Tom McLennan.
When people do make the effort to change their provider, it is most often for a more competitive tariff, Which? said, with 26 per cent switching for that reason, 16 per cent for a better handset and 14 per cent for better coverage and reception.
Which? also found it surprising that people still go into shops to pick out new phones, rather than checking out comparison sites online. Phone features get the casting vote for pay monthly customers choosing a new handset, while PAYG users care most about the price of the phone.
Which? surveyed 8,001 participants through an online panel in February and March. Figures are based on a British population of over 16-year-olds at 49.2 million, 92 per cent of whom own mobiles, according to a Mintel study. ®
COMMENTS
Unless I am mistaken
Wasn't there a reg poll a while ago about what words we would allow our hacks to use before getting the pitchforks out?
I am pretty sure that "mobe" was on the verboten-you-shall-be-shot-at-dawn list.
going into shops
why not?
you can get the same deals in a phones4u or carphone warehouse as on their site and you get the thing there and then after having a play on it.
I'd also never go direct to an operator again, I really like having a totally unbranded and un-messed with phone.
I think there is a misconception that loyalty might be rewarded, it's not, it's exploited.
Nightmare
I'm currently trying to switch from Vodafone (been with them since 2003) because they're refusing to match a good (time-limited) deal I've been offered elsewhere and I've had a nightmare experience.
That aside, the article makes a lot of sense - as a result of my frustration, I actually e-mailed the Vodafone UK Chief Executive yesterday, and pointed out that it might be an idea if they routed calls for their cancellations/retentions department to someone in the UK with a vague command of English (note, "mobile" does not, and never will rhyme with "wobble"), and even the slightest degree of nouse. I'm effectively offering to buy out the remainder of my contract to get my PAC code, and they're still insisting that I can't upgrade early and have access to any of the non-standard "loyalty" deals that I would be eligible to in a couple of months. Retards.
But, if 44% of people have never switched, then it might explain why they don't need to bother trying to retain the rest.
Intriguingly, I had a voicemail last night from the a PA in the Vodafone Directors' Office, promising that I would hear back from them today, after they've looked into the issue. So maybe they do actually care. It's still going to take a stonking deal for them to retain me as a customer though!
As an aside, the "31 per cent hadn't done so in the last two years" statistic is pretty unremarkable, given the prevalance of 24 month contracts.
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