Ideas

So, when you've been with giffgaff for 5 years, mark this with a bonus as a special thank you. Airtime credit or free goodybag.  Reward customer loyalty, improve customer retention and satisfaction - it's good for business.

This could cover many issues.

 

But today, I've posted this as a result of the "extra payback in march" promotion for the lucky few.

 

But who? Well, exactly.

 

We understand giffgaff is a business. We understand that there will be a business reason behind this decision. Perhaps for example they are targetting those who have ordered 10 SIMs in the past 6 months, but never actually had activations. Who knows?

 

giffgaff knows.

 

Should we know?

 

Well giffgaff doesn't seem to think so, I've asked twice in the announcement thread. No response. Not even to say "We can't divulge that information."

 

Now for everyone who complains, there will be more who don't but arent happy with a situation. Theres already a idea thread which wants everyone to be a part of this promotion.

 

But this idea is simple.

 

Be clear on the criteria when making promotions. Even if you add a question in the FAQ to say you can't divulge this information, it'll leave less people hanging on and wondering.

 

Agree?

 

March Promo Announcement

I think there should be a bigger selection in Goody Bags

 

I use a lot of minutes but dont really use my MB for internet

 

I currently use around 600 minutes per month, but only have the option to purchase either 500 minutes or 2,000 minutes

 

I am constantly renewing my googy bags every 3 weeks and as such my date for goodybag renewal keeps changing

 

Surely there should be some option to purchase 1,000 minutes

The first few weeks of a giffgaff member's time using the network are critical. Negative membership experiences carry the possible consequence that the SIM goes in the bin and the member is off to some other network – as barriers to change are so low, especially when you can get your PAC automatically on giffgaff rather than having to go through 15 minutes of pain talking to a retentions team at one of the other networks' call centres.

One of the places where I think giffgaff can do better is on communication at the so-called "moments of truth". Currently someone filling in a number transfer form gets to see their confirmation page, which they don't read, and... that's it until their transfer day, which might have been pushed back a day or three because they requested it after 3pm.

Therefore:

Anyone submitting a number transfer request into giffgaff should receive:
1) An immediate email confirmation specifying the date of the transfer in the subject, and above the fold in the body
2) An email the evening before they transfer reminding them the transfer is taking place tomorrow, unless perhaps the transfer was set successfully for the next day
3) Texts to their old number, their giffgaff number, and their contact number if provided, on the morning of the transfer, saying that their transfer will take place that day
4) Texts to their old number, and their contact number if provided, after the port completes, saying their old number is ready for use.

Each of the above would contain a link to a relevant KB article flagging up things like the fact they will lose service for a few hours, their goodybag might disappear for a little bit, and explaining how to reset iMessages if they have an iPhone.

This would improve new member experience and divert questions away from the agents and the community.

 

Where a GiffGaff banner ad appears on the internet, as well as price, etc. it should include something about also running on the O2 network.

 

People who don't know about GiffGaff probably think they will get a poor service compared to that provided by the big mobile players (people I've spoken to confirmed this). 

 

To encourage them to switch, it should be made clear on the banner ads that when you sign up you actually get the O2 network for less money.  At the moment, they don't find that out until they click through from the ad...

 

I think giffgaff should include free O2 calls as it's a virtual network that uses O2 cell site, I'm sure they can include it for free without that much charge.

Basically...

..FOR £2 EXTRA ON £18 GOODBAG WE SHOULD BE ALLOWED TETHERING!

My idea is straightforward : the date members activate their sim should show on their profile badge. This single piece of information is far more useful than anything else showing in our profiles eg the number of ideas. So if something had to give way to accommodate the date then that could be one candidate for the chop. 

 

At the moment the only date showing is when a member registered with giffgaff, which is of little use when helpers respond to a thread question on the Help and Support forum.  Just click on this thread to see but one example of how little information we have to work with sometimes . The registration date is useless  because it doesn't tell us when the member activated their sim. If the activation date were visible it might just encourage some helpers to post more relevantly ( although I live more in hope than expectation on that one ), as well as assist helpers give accurate solutions rather than having to work in the dark or coax additional information out of the OP. This in turn should reduce the number of posts in a thread and better assist both the OP and helpers.

 

I hope you will give your support to my idea. If you can spot any obvious flaws then please advise me. 

 

Sometimes you just need a little bit of credit to get you to the end of the month.

 

You can buy goodybags for £5, or £7.50 so why can't these options be available for credit?

Having been looking through the help section it's clear that in a lot of cases the best answer is awarded to those that post quickest (mainly the copy & pasters) in the OP's impatience, rather than the actual best reply to the OP's question/issue which may come later if they were to wait. Surely a delayed ability to accept a post as best answer would make more sense, say prompted after an hour at least after the question was posted to then be able to choose a best answer?

It would be ideal to have another goodybag with 500 MB data but fewer texts and minutes e.g. 60 minutes & 100 texts for low end users. The current £7.50 goodybag only have 250 MB data ( too little) vs £10 goodybag with 1 GB data ( too much) but nothing in between?

Hi I have noticed that after you send out a sim unless you personally keep a record of it personally there is no way to see where it was sent to. I know if you click on my payback it says a order number and if its active but it does not show the address or name. 

I think that in the mypayback section they should do it so that the order number is a link which allows you to click on it then it opens up showing the address, date it was ordered, name of person etc. This will help to keep track off sims it will also allow people to be able to give a more personal hand to new people.

Hello all. I have been on the giffgaff community for just over a week, and im loving it! I love to help other people. I think the best answer button is a great idea, it not only tells the community that a post is resolved, but it also helps others learn the answers to questions, in order for them to help others.
Ok so what's the problem? Well, in my opinion, there should be an 'unsolved' button. I think this because not all questions on here recieve a correct answer, so how can we mark a best answer if there really isn't one??? I was thinking, if there was a 'unsolved' button then people in the community who know the answers to more complex and difficult questions can see it is unsolved and try to answer it in order to recieve the best answer once it is answered correctly. We all hate them notifications on the top of our account saying 'unresolved post' and those messages reminding us to pick a best answer.

What do you all think?

I feel that GG don't accommodate the foreign market. I feel that they should offer some sort of competitive international deals.

And now for something completely different!......

There is clearly an increasing issue with lack of network data bandwidth causing acute bottlenecks in many areas. I suggest that some drastic action is needed now in order to try and improve the service for the majority of light to medium data users. This proposal would no doubt be quite unpopular for some but here goes anyway...

The 3G data allowances should be REDUCED as follows.....

£5 bag (HokeyCokey) remain as is @ 20MB
£7.50 bag remain as is @ 250MB
£10 bag remain as is @ 1GB
£12 bag REDUCE from 3GB to 2GB!
£15 bag REDUCE from 5GB to 3GB!
£18 bag REDUCE from 'unlimited' to 5GB and possibly still retain some 'traffic flow' style measures.

This may seem backwards and draconian to some but IMO it is the way forwards to hopefully improve the data service for the majority of sensible users. Anyway, it makes a somewhat refreshing change from the recent overwhelming invasion by the Gimme, Gimme, more for less brigade!

Please show your support by adding kudos on the Orange arrow top left if you agree.
Thanks
(Flak jacket and tin hat on now)

Currently when someone trys the tether on a unlimited goodybag they are blocked for 30 minutes, this is the right thing to do as they could abuse the data, however it creates a issue, anyone who buys a unlimited goodybag thinking that they can tether is now stuck, we can only advise them to get a limited goodybag next month that alows tethering.

 

So anyway the member has been presented with a 30 minute block, this causes them to kick off on the help board as they have not seen that it says you can not tether.

 

My Idea:

 

Add a option to the goodybag, to go limited for the rest of the month and allow tethering.

 

The unlimited goodybag is going back up to its £20 price point soon so i think a fair amount of data would be 8GB, all the members usage up to this point would be deducted from that amount, so if they have used 4GB of there unlimited so far they would have 4GB left that they can then tether.

 

The option to go limited can be shown on there dashboard with a counter of how much data they would have left if they chose it, and can also be on the 30 minute block page, if seleted it would instanly unblock internet access.

 

Please vote for this idea by clicking Kudos.

 

Cheers

-Sy

 

 

Announced on ‎10-02-2015 @ 17:01

http://community.giffgaff.com/t5/News-Announcements/Archiving-the-oldest-orders/td-p/16012743

 

Below is a small section of this post and what it means and how it affects people.

---

@jeremyn  wrote:

 

We are now looking ahead and are planning to do a similar operation on the "My orders" page. The current plan is to archive the data which is older than the 01/11/2013. We are looking at doing this on the night of the 25/02 but we may adjust this date as we refine the details.

 

This will allow us to archive a significant amount of data, while keeping a lot of orders available to the members.

 

To help you measure the impact of this change, only 11% of members coming to this page are looking further than the last 5 transactions, much less to anything which is more than a few months old. Keeping more than one year of data available would cover this need.

 

Thank you for your help,

 

Jeremy

 

---

giffgaff are taking the ability away from us to look past the 01/11/2013 for orders.

How will we know the activation date of our SIM's or any members before this time?

 

Currently we have to go to the last page of history to find this information.

This is the only way to truly know when a SIM/account was first activated.

 

I feel it is a handy trouble shooting method and a good piece of information to know.

 

This may be OK for newer members but what about people who activated before the 01/11/2013?

This idea may not be implemented before the 25/02/2015 archive but at least it will be out there in Idea's.

 

What I propose

As it stands there is no mention of our activation date any where on our profiles.

The only date that is mentioned is the Date Registered but this is for first click within the community pages.

 

Can the Activation Date be added to the Public Statistics portion of our profile?

Or if this has some sort of privacy issue can it just be there for reference and for our eyes only?

If there were no privacy issues I would also like to see it added to the profile card in community messages.

 

Post your results

I've just had my monthly statement come through.

Under Account summary there is my Join date which is 07/06/2012

This date is my first purchase but it's also my date registered on the community.

 

Would it be possible for someone to check on their accounts the next time they receive a statement to see if this date is the first purchase or the date registered?

You would need to check your profile by clicking on your name and also History

My suggestion relates to those who buy a voucher as they do not want to part with banking details...

 

I have been around the houses with ISP's and internet dongles and can say that whilst giffgaff keep on blowing its own fanfare trumpets without a challenge, they will always claim that we are in control and it is a network run by its members.

 

Well here is, in internet terms, here's a glove slap. Prove it then by making the following adjustments.

 

Top up by internet, user uses internet to redeem a voucher number, selects the goody bag they want.

 

The member may have air time credit and can select a larger goodybag than they have credit for, as long as they have enough combined credit and redemption value, they can have the selected goodybag option which auto queues if a goodybag already exist but auto activates if no goodybag is active. Any top ups that are less than the redemption value, the difference is credited to air time.

 

By Top up number on mobile, the last time I use the phone top up to redeem a voucher, that's all I could to with the near to nil options available.

 

When this option is chosen, the user calls the mobile top up number, the Voice menu selection offers voucher redemption along with other useful options, simply telling people that they can have notification messages is not useful to someone who is blind or partially sighted (like my half my family including my son)

 

Once topped up, the user is offered a selection of choice on what that top up is for, they can select a goodybag option based on the credit they have on their air time account, or pick from a menu list.

 

User can also activate a queued goodybag.

 

Use mobile phone SMS, addition of a similar SMS process like sending an SMS of a voucher number to a number that then confirms the value of the top up on the account, then a selection of goodybag.

 

for example:

VO 1234987656785432

sent to the top up number. System responds with something like

Topped up, Airtime credit  £20

 

Then member sends a further message...

GB £15

sent to same top up number, where more than one package of the same value exists, the system responds with a choices menu where the user responds with the corresponding number selecting that option.

 

System responds with something like

Goodybag £15, 500 minutes, Unlimited texts, 5GB data,

Airtime credit £5,

Goodybag queued.

 

So when the member runs out of data or minutes, all they have to do is send a one word SMS to the top number of...

activate

 

Also, the ability to top up another giffgaff phone would be a nice option, member sends SMS something like VO 1234987656785432 topup>**phone_number_removed** GB £5 all in one line SMS and that number is topped up with a £5 goodybag, any remaining Air time credited to the members account. The action is confirmed in a SMS stating what happened to the top up, who got what, etc.

 

Example.

Voucher top up, Airtime £20

top up £5 to mobile>**phone_number_removed**, £5 goodybag active

Credit £15 to airtime on>**phone_number_removed**.

 

For those who use the internet, like I do, I find it annoying that when my data has expired, I can not access giffgaff.com, I was that annoyed the last time this happened that I made a youtube video, its in the cutting room waiting for giffgaff to ignore this issue.

 

All the other mobile internet providers, Orange, Vodaphone, 3 and T-Mobile all have web domains that provide interfaces that are readily avaible when your data allowance runs out. So why can't Giff Gaff? and before anyone jumps the gun here, remember its a giffgaff sim card, I have video of this and really, no you can not access giffgaff.com or any of its member services to access help and activate or top up goody bags...

 

You will find that people need to do something with their phone and they may not have computer access or a smart phone, so that user should be able to access giffgaff in more than just one way, If a member can access their account via more methods, etc, then you will have a happy customer and no agents are harassed in the top up process. Giffgaff also need to consider those users who may have visual impairments, introduction of a swipe card would help, one could easily be built in to a SIm card pack where half the card snaps off to make a bar code readable / rfid enabled card that you can swipe the barcode at the supermarket and payment options for the amount are dealt with by the supermarket and that members phone is automatically ready to go with airtime to select a goody bag, again by SMS or phone call to top up number to complete the process.