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Mobile Internet Community Consultation

former giff-staffer

Here at giffgaff we like to do things differently. You may have spotted our invitation to participate in a conversation about mobile internet, where we invited our members to discuss the set up of our £10 goodybag.

 

We’re really pleased with the amount of discussion, debate and thought that was put in and we’d really like to thank everyone who got involved to help shape the changes which will come in from November.

 

As not everyone was able to get involved in a discussion about Mobile Internet - I thought I should write a quick Blog post that summarise the steps we took and hopefully helps to illustrate just how different giffgaff does things.

 

I’m certainly not aware of any telecommunications company, let alone any other UK business that involves invites their entire memberbase to discuses price changes, and if there was one, that actually listens.

 

Starting the conversation:

 

We want to involve our members in key decisions, giving as much information about our challenges, commercial environment (where practical, this is a public forum after all and we don’t want to give away our trade secrets) and details about the pre-activity we had already completed via research etc which gave our members the opportunity to assess 3 options presented to discuss and rate these options in terms of suitability.

 

We wanted to run this discussion for 10 days – and I expected to be busy! The thread and discussions can be found here.

 

Discussion about the leading option:

 

As the discussion progressed it was clear one of the options stood out - introducing a new goodybag and reducing the mobile internet within the £10 goodybag. The discussion then moved on to question if there was further flexibility within this option – the key items were was it possible to increase the mobile internet allowance in the £10 goodybag from 750MB to 1GB, if it was possible to change the price point to £12 or £12.50, and if it would then be possible to tether on the £10 goodybag.

 

Re-evaluation as a result of the discussion:

 

These 3 items were put back into the mix to see if they would be commercially viable, given what we were trying to achieve.

The result:

 

The consultation ran for ten days and receiving an overwhelming amount of feedback. We received almost 8,000 responses to the official consultation thread and over 85,000 views! As a result of listening to our community, we were able to come up with the following solution, which will be in place from November.

 

From the original options that were presented the community discussion influenced 3 changes: 750MB to 1GB, including tethering on the £10 goodybag and also changing the price point from £13 to £12 for the new goodybag.

 

From November (date TBC, we’ll communicate with at least 30 days notice)

 

£10 goodybag (change) £12 goodybag  (new)
250 UK Minutes
Unlimited UK texts
1GB Mobile Internet (Tethering will be allowed)
250 UK Minutes
Unlimited UK texts
Unlimited Mobile Internet (Tethering will not be allowed)

 

While we may not have followed the original format, we could see from the responses that the vast majority of the community (89% in fact) suggested the proposed option 3 would be their preferred choice. Given all the feedback we were then able to improve that option and we are confident this is the ideal solution.

 

While we don’t have a final date for when this change is planned, it will most likely start in November. We will provide an update on this later, making sure to give at least 30 days notice.

 

Again, thank you to everyone who took part!

 

Gregg

1,146 Comments
newcomer
the new googybag is reasonable and would do for me. thanks
apprentice

Thanks GiffGaff, perfect solution for me Smiley Happy.

counsellor
Thanks for this Gregg Smiley Happy Quick question: what will happen to those with a recurring goodybag? Will any that start after the November date be cancelled and people have to set it up again? Or will you assume those on a £10 recurring goodybag are aware of the changes and just leave all settings as they are? (Not you personally of course, giffgaff I mean) Smiley Wink

original.jpgCheers GG

This is the one for me the £10 goodybag - Unlimited texts, 250 minutes, (1GB Mobile Internet (Tethering will be allowed)  & unlimited giff to giff calls/texts......

 

well happy now got the best of both in one...

coach

beckymoffat wrote:

tethering should still be allowed for thr £12 goodybag thts one of the reasons i switeched to be able to use my laptop wen im out



 

Tethering was never allowed on the unlimited goodybags, so if you switched to do that, you have not read the terms and conditions well enough.


beckymoffat wrote:

tethering should still be allowed for thr £12 goodybag thts one of the reasons i switeched to be able to use my laptop wen im out



 

Tethering was never allowed on the unlimited goodybags, so if you switched to do that, you have not read the terms and conditions well enough.

 

 

£12 goodybag  (new) 250 UK Minutes Unlimited UK texts Unlimited Mobile Internet (Tethering will not be allowed)

 

kingpin
In effect for a lot of people on here there is actually no price rise at all. Not only that but they also have the option to tether. I would therefore argue that those like me on the £10 goodybag who use under 1Gb have actually gained with this change. Rick.
coach

@rooneygmusic

Correct tethering will not be allowed on the new unlimited goodybag, just as it was not allowed on the old ones... what are you trying to say?

newcomer

Well done giffgaff people!  This is a perfect demonstration of a community-led discussion and decision.

For me personally, the £10 GoodyBag just got even better - I don't use anywhere near 1G of data, but the new option of tethering is superb.

 

Well done one and all.

 

newcomer
Oh dear. Price goes up, data allowance goes down. Thats the bottom line although you've tried to announce this as good news.