The mobile retail market has enhanced our lives with technology as the use of mobile devices has extended beyond traditional voice and SMS services. Retailers are fast becoming the focus point for interaction with customers, many of whom have individual needs which require a higher level of customer service. Customers now use social networking to make contact with stores as well as reviewing customer feedback. The new TCP Code in force since 2012 has seen mixed results depending on the mobile network operator, though generally there has been higher customer satisfaction in relation to billing disputes.
The non-specialist retail market now caters for the prepaid market, while specialised retailers cater for a rapidly increasing postpaid market. The number of postpaid subscribers has been growing while the prepaid market gradually shrunk with a greater uptake of smartphones and lower cost mobile broadband plans.
Total sales are also continuing to increase as customers are changing their mobile handsets more frequently, often only to a newer model smartphone. There are no indications that this situation is likely to alter into 2014.
Consumer code for mobile pricing, retail consolidation, market developments to November 2013.
Companies covered in this report include:
Telstra, Optus, Vodafone, 3 VHA, Woolworths, Harvey Norman, Dick Smith, Allphones, TPG, MobiCity, Vita Group, Fone Zone, Crazy John's, m8, Woolworths, Leading Edge, Network Communications, Strathfield, TeleChoice