Bart Hofker on the new subscriptions
What did we do in 2011?
We provided customers with more information on data consumption and made tools available to help them control this better by:
- Offering an online overview of the data consumed by services, e.g. listening to the radio or e-mailing, and Q&As on data consumption
- Making more specialist personnel available and making them more accessible (Vodafone shops, Smartphone Crew and call agents); these employees can answer most questions about data consumption. Webcare is available 24/7 via social media
- Sending customers a text message when they have used 75% of their data bundle
- Always providing customers with a direct insight into their consumption - over the telephone via the customer service team, online via My Vodafone or via the My Vodafone call/data status app
- Offering the possibility of blocking certain services, such as text services that are subject to a charge by means of the "SMS dienstenfilter" [text services filter], incoming and/or outgoing (inter)national calls, incoming and/or outgoing texts and the voicemail function
- Crediting customers immediately if it is suspected that they have been the victim of misleading text services
- Launching Vodafone Safety Net, an app that supports parents to help ensure that their child uses his/her smartphone safely, with the option of managing use, such as the mobile internet and apps
We'd love to hear from you!
What do we have planned for 2012?
- We are simplifying our offering with effect from 14 May 2012; we are giving customers five options for a call bundle and three options for a data bundle, with no additional costs being charged for texts and charges being calculated per second after the first minute. Take a look here at a video with an explanation by Bart Hofker, Consumer Market Director
- Possibility of customers adjusting their subscription as they see gradual changes in their usage profile
- More information on how to prevent unexpectedly high costs
- Via ICT Office we are discussing an approach with the sector to prevent problematic debts
- Greater transparency with regard to speed. Read the blog on this subject by Bart Hofker, Consumer Market Director
- More interaction with customers and other stakeholders to ensure better alignment with their expectations and wishes
Changing the types of subscription involves a change to our pricing structure. We want to earn revenues in a different way so that we can keep up our investments. With all these measures we are expecting to make our offering simpler for customers and to give them a greater insight into their consumption so that ultimately they are not confronted with any surprises on receiving their bill. This, of course, goes hand in hand with a clear explanation of the choices that we have to make in the light of the developments in our sector.
Tips to stay in control of your costs:
- Check your credit and consumption regularly on My Vodafone to make sure you don't get any surprises
- Save money using BloX add-ons. You can activate and deactivate these bundles each month. This means that you can tailor a subscription or prepaid telephone precisely to your own requirements, even if these change every month
- It is standard for calls and data consumption to be more expensive abroad than in the Netherlands. Limit the costs of using the internet abroad by activating Internet op Reis, for example, or making use of special BloX add-ons, which allow you to use the internet for a fixed amount
- If you activate text messaging or content services that are sent to you via a text short code, there are usually costs linked to this. Via www.smsdienstenfilter.nl you can block all text services that are subject to a charge
- Set up your e-mail account to ensure that your mailbox is not checked for new e-mail unnecessarily often. Your handset connects to the internet each time it does this, which means that a charge is made. Charges are also made for picking up e-mail.