As you’ll know by now, here at giffgaff we try to do things a little differently. That includes when it comes to offering the best value for our members. We’ll always offer you the plan that’s best suited to you - based on your previous phone usage. We want to avoid you spending extra on top-ups or additional credit; or paying for an allowance that you never use! Even if that means recommending a cheaper plan/goodybag.
Erm......I'm afraid that's exactly what has just happened! The cost of two goodybags (the £5 and the £7.50) have recently been raised and the majority of members affected by the increase are very annoyed about this especially being charged for the doubling of the minutes allowance which they don't want and won't use. Here's the relevant recommended goodybags which were frequently wide of the mark. Unfortunately, I can't say that situation has improved markedly.
I run three accounts: two with monthly goodybags, one using airtime credit with an occasional goodybag. The one with airtime credit gets a summary once every blue moon, one with a (now) £8 goodybag gets one on a more regular but also ad hoc basis, and one with a (now) £6 goodybag gets one every month. So the email are erratic to say the least. And although the best plan advice is normally correct for the two accounts which receive the email on an ad hoc basis, for the one which receives a regular email every month the advice is often wrong.
So in my experience there is still a way to go before the information sent out is accurate.
By the way, if I may I will point out a glitch which needs fixing: if I click on "see my usage" from My giffgaff it takes me to Usage Statement. Then if I click on "Read more about our goodybag summary" under goodybag summary it takes me to "Your 5 most recent airtime credit transactions" :smileysurprised:
Another thing I notice is that sometimes the statements say "spot on", other times there's no comment. So surely if the member is buying the correct goodybag for their usage there should always be "spot on" on the email?
Also, on some email it is very obvious which account the email relates to as it states clearly at the top. Other times there is nothing and the only way to find out is to scroll down to the foot of the email and the member name is there in small letters. That needs fixing as there are many who have multiple accounts attached to the same email address and it should be immediately obvious at the top of the email which account the email refers to..
Moving forward, I also notice that when I log into the account for which I buy a goodybag with unlimited texts the table of 3 months usage on 'My giffgaff' identifies how many texts were sent. This does not appear on the email statement. It's relevant information for the account holder because if the total of the texts for the month is below 500 (the £6 goodybag allowance) and they are a light data user they might be able to drop down from the £8 to the £6 goodybag, especially now the calls allowance has been doubled to 300 mins. I would suggest that as many recurring goodybag buyers probably don't log into their My giffgaff page very often, if there is only going to be one place to provide usage of unlimited texts it should be in the email.
suppers_ready is right to focus giffgaff's attention on itemised billing. It's something members have been requesting for 10 years and yet with no explanation as to why nothing has been done. Can you tell us why this is? It is arguably more important than tweaking best plan advice. In many cases people are more concerned to find out where their airtime credit has vanished to and end up having to contact an agent to get that information. Sometimes they also want to find out what their minutes have been used on, and again currently end up contacting an agent for the information.
As time moves on free giffgaff-giffgaff minutes and texts are becoming redundant as all goodybags save the £6 and £8 ones now have unlimited minutes and texts, so the calls/texts element of best plans are becoming less relevant anyway. The emphasis for the future is on data usage and I feel strongly that the information available to members should reflect that. I think that most members would like to have a means to see their data usage during the month rather than having to log into their dashboard, perhaps a shortcode to dial like those for minutes or airtime credit balance.