62 per cent of operators don't offer customers bill shock protection | Mobile Industry | Mobile Entertainment

62 per cent of operators don't offer customers bill shock protection

Bill shock
Zen Terrelonge

by

Industry / Market Data / January 30th 2013 at 12:10PM

"Operators that fail to implement an effective solution to prevent bill-shock will face unhappy subscribers, increased churn and disputed bills that remain unpaid."

Orange recently charged a customer £7,000 for using 9,000 MB of data. It's easy to blame the user, although the scenario could have been potentially averted with the network letting off a warning shot.

With that in mind, Mach claims 62 per cent of worldwide operators haven't enforced any bill shock prevention to protect customers from high data and roaming charges. What's more, just 24 per cent offer real-time data usage updates.

70 per cent of roamers tend to turn data off when travelling for fear they'll receive a ghastly bill when they return to home soil. Operators that offer a clear guidance to usage will attract more business, with customers feeling more encouraged to use their devices.

Tue From Hermansen, director of mobile data and advanced networks, Mach, said: "Compliancewith the GSMA initiative will only be achieved by those who can take proactive steps to ensure customers are notified about their data usage in real-time.

"As the preferred Bill Shock Prevention provider, Mach gives operators the kind of granular, real-time insight into data usage that they need, playing a vital role in helping them to grow roaming revenues through increased usage and improved customer retention.

"Operators that fail to implement an effective solution to prevent bill-shock will face unhappy subscribers, increased churn and disputed bills that remain unpaid, directly impacting revenues. Operators who fail to follow the GSMA's initiative on bill-shock may soon find themselves out maneuvered by competitors that prioritise the subscriber experience."