Commenting on Ofcom’s ‘Text-to-switch’ plans for mobile customers Ernest Doku, mobiles expert at Uswitch.com, said: “Whilst the material harm in the form of double-paying is handled deftly in this new proposal, it is disappointing to see that the major customer pain-point of contacting their old supplier potentially remains with Ofcom’s proposed text-based solution.
“Whilst with ‘text-to-switch’ customers may not need to speak to their current supplier to receive their PAC, it remains that there is still a window of time in which the departing network could make contact – potentially engaging in the very practices which we continually hear are barriers to the switching process. Granted, swift usage of the PAC could minimise the effect of this reactive save effort, though the onus to act is again on the consumer.
“Whilst we acknowledge that GPL – a switching framework widely employed across Europe – might be the more costly to implement, it is essential that we strive for an outcome that puts the consumer first, encouraging providers to offer better deals to all rather than those poised to leave.
“More than two thirds of mobile users haven’t switched network in the past three years with one in 10 saying it sounds like “too much hassle”*. In the absence of full gaining provider-led switching, the challenge here will be in delivering meaningful change that places customer benefits at the fore, ensuring the perceived impediments to mobile switching of speed, hassle and awkward conversations are thoroughly removed by any proposed remedy.”
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Claire Jones
Phone: 020 7148 4663
Email: Claire.Jones@uswitch.com
Twitter: @uswitchPR
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