Retailers in the mobile market 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 commonly use social networking to contact stores as well as review feedback from other customers on services and hardware. In general terms there has been higher customer satisfaction since the TCP Code was introduced in 2012.
Retail revenue has grown only slightly in recent years, partly attributed to lower consumer spend during a lengthy period of economic uncertainty. Nevertheless, customers continue to upgrade mobile devices frequently, while the wider greater choice of smartphones and tablets, as well as their decreasing cost, has provided additional impetus in the market.
Consumer code for mobile pricing; retail consolidation; analysis on the wholesale aggregators market; market developments to mid-2014.
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