I have been a giffgaff member for about three or four months only but it seems, to me and as others have also commented, that there are overlapping areas on which giffgaff is consulting with members via different teams. I get the impression that each of these teams is working independently of the others.
The areas appear to be: Social Purpose, Charities and Labs, all of which are asking members for their input. In some cases (Charities and Labs) this appears to have been going on for some time and I get the impression may be causing some member frustration.
Surely giffgaff’s approach to each these areas, should be determined by its business objectives and its business values, including its corporate social responsibility objectives. Perhaps if these were clarified, it would help focus discussion?
I like giffgaff for similar reasons that I like the Co-operative Society, because although they are (and must be) first and foremost profitable businesses, they also demonstrate social responsibility by involving members; returning some of the profits to members; and by supporting charities.
Maybe the giffgaff team should look at how the Coop goes about doing these things?