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Australia - Mobile Communications - Retail Market


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Australia - Mobile Communications - Retail Market

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.

Key developments:

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


1. Synopsis
2. An overview of the mobile retail market
2.1 Major retail categories
2.2 Retail margins
2.3 Retail revenues
2.4 Consolidation
2.5 The move from prepaid to postpaid
2.6 Mobile broadband (separate report)
2.7 Superior customer care to come from a new TCP Code
2.8 Mobile calling plan standardisation a start to a clearer choice
2.9 Replacement market
3. Major mobile retail companies
3.1 Background information
3.2 Vertically integrated operators
3.2.1 Telstra
3.2.2 Optus
3.2.3 Vodafone/3
3.3 Independents retailing services exclusively for mobile operators
3.3.1 Leading Edge Telecoms
3.3.2 m8
3.3.3 Mo's Mobiles
3.3.4 MobiCity
3.3.5 Network Communications
3.3.6 TeleChoice
3.3.7 TPG Telecom
3.3.8 Vita Group
3.4 Independents retailing services for a variety of network operators
3.4.1 Woolworths, Dick Smith and Tandy
3.4.2 Allphones
3.4.3 Harvey Norman
3.4.4 Strathfield Group (Voluntary administration)
4. Related reports
Table 1 Estimated number of outlets and market share of leading retailers 2011 - 2012
Table 2 Selected retailers number of outlets by state November 2013
Exhibit 1 Strathfield Group a brief background look at its services

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