Hello all,
Throughout December and early January, we have been inviting you to take part in a Member Simplicity Survey, letting us know how we can best support you in 2016. Thank you to everyone who has taken part – as always, your input is incredibly helpful in shaping what we deliver this year.
In this post, we will share the key results with you and over the coming weeks we will be planning how best to respond to the feedback you have shared (we’ll be keeping you in the loop all the way).
The good news is that overall, you scored us 82% for simplicity which is great. However, on closer inspection there are also some areas for us to improve in 2016.
When asked about managing your spend on Pay As You Go, you told us that whilst calls (80%) and text (81%) are relatively easy to track, managing data spend (70%) can be more difficult. Similarly, roaming (65%) and international pricing (67%) was causing some confusion.
For those members who use goodybags, it’s easy to buy with a card (89%), but it becomes more difficult if you use a voucher (76%). Perhaps unsurprisingly, using the giffgaff top-up shortcode had a similar score at just 74%.
We also asked some questions about how you’d like to manage your account. Overall, you found it relatively simple to manage your giffgaff account (85%), although we have taken note of a slightly lower simplicity score for help and support (71%).
A massive 39% of respondents manage and pay for more than 1 giffgaff account, with the vast majority paying for other family members. An even larger proportion (63%) of you said that you would like to be able to manage more than 1 SIM card with the same account login.
To get a bit more insight, we asked what features would be most important to you if you were able to manage more than 1 SIM card from a single login and you told us:
- Be able to view remaining balance and goodybag allowance (89%)
- Be able to view recent usage (73%)
- Able to get help and support for multiple SIMs (61%)
- Be able to easily top up multiple SIM cards (60%)
- Be able to share your data allowance (56%)
- Able to top up multiple accounts with a single payment (54%)
- Able to post on the community from multiple screen names (39%)
We think that the mobile app has the potential to provide the simplest account management experience available, so the fact that 60% of you said that there was room for improvement means that this will be a particular area of focus this year. You also let us know exactly what you’d like the app to offer.
A simple design (79%) and a focus on only key information (83%) won the day over lots of information being presented on every page (59%).
The most important features to you were being able to manage your account with ease, with the top spot going to being able to buy a goodybag (83%) followed by simple login (83%) and simple help and support (81%). Other popular features included being able to buy a goodybag early (76%) and being able to update account details (77%).
In addition to being able to manage your accounts via the app, it was also important to many of you to have improved community interaction (64%) and seeing a simple payback summary (69%).
Thank you again for taking part in this survey. Now that we have this information, we will be working hard over the coming weeks to respond to your feedback and will be sure to keep you well informed as we do so.
Mark.
