Phone Co-op customers are significantly more satisfied than the

The Phone Co-op
Summer 2015
The Connection
Phone Co-op customers are significantly more
satisfied than the telecoms industry average
Ryan Foley,
Marketing
Executive
Thanks to everyone who
participated in our first annual
Your Voice Counts survey. It was
great to hear from so many of
our customers – we had over
1,850 replies! We’re glad to
know that the vast majority are
satisfied with The Phone Co-op
(93% overall and 57% are ‘very’
satisfied).
High
Customer
Satisfaction
rate
93%
An Ofcom report issued in
December last year revealed that
only 67% of customers with BT,
Talk Talk, Sky or Virgin are satisfied
with their land-line service and up
to only 69% with their broadband.
Satisfaction with the major mobile
providers was also at an average of
73% which makes all of us at The
Phone Co-op very happy to have
achieved 93%. It does however
remind us that there is always room
for improvement.
Being an ethical purchase (33%)
and buying from a co-operative
(32%) are by far the most important
reasons why people said they chose
The Phone Co-op. We’re happy to
say that we’re meeting customer
expectations on being a trusted,
reliable and ethical provider. And
most said (82%) that The Phone
Co-op was better than their
previous supplier.
Preference
to previous
supplier
82%
So it’s not surprising that more
than two-thirds of our customers
would definitely recommend our
co-operative telecoms services to
a friend. (Don’t forget our refer-afriend scheme, details on back page!)
68%
Would recommend friends to
The Phone Co-op
It’s good to have customer input on
how we can improve for the future.
Our younger customers want 4G
service and this is something we’re
already looking into. We’re also glad
that this newsletter is helping to
engage with our members – watch
this space for a special section for
member-generated content. We
also hope that you will continue
to get involved in other ways:
in person at the AGM or Half
Yearly Meeting, or through social
networks like Facebook and Twitter,
or as a Phone Co-op Champion.
76% see importance
of sustainable
energy investment,
closely followed by
Fair Trade
Lastly, we are proud that our
investments are aligned with your
top interests: sustainable energy
production (76%), fair trade (71%),
promoting co-ops (63%) and
supporting community projects
(57%).
33% chose The
Phone Co-op
for ethics, followed
by being a
co-operative
The Phone Co-op’s Half Yearly Report
will be available at www.thephone.coop/about-us/annual-reports.
The Big Clean Up
page 2
New Mobile prices
page 3
08, 09 & 118 numbers update
page 3
Partnering with Friends of the
Earth page 4
Contact us
Customer Services 01608 434000
Residential sales 01608 434040
Email – General enquiries
[email protected]
1
The Connection
Our co-operative difference
The Connection
New products and services
The Big Clean Up
Our better than ever Mobile Prices
conflict-affected regions.
Toni Blinkhorn,
Campaigns &
PR Manager
This month sees the annual
celebration of all things cooperative with Co-operatives
Fortnight running from 24th
June – 4th July. Co-operatives
across the country come
together to make an impact.
This year the focus is the Big
Co-op Clean with an aim of
communities getting together
to clean up their local area and
homes with any excess items
being donated to good causes.
To celebrate Co-operatives Fortnight
this year, we will be helping people
put their old mobile phones to good
use while caring for the environment.
The recycling scheme will enable
used mobile phones to get reused
to reduce the mining of minerals in
Many of us leave our old mobiles to
gather dust somewhere and can now
get involved in either its renewal
or safe disposal. Any proceeds
gained from phones will be given
to the International Co-operative
Movement’s Appeal in Nepal and for
every phone donated, an entry will
be made into our competition to win
a Fairphone. Fairphone is the first
smartphone that puts social values
and ethical production first and
we’re very proud to be the sole UK
supplier.
Ed Mayo, Secretary General of
Co-operatives UK, the organisation
behind the Co-operatives Fortnight
campaign said: “It’s fantastic to see
that The Phone Co-op is joining
us to celebrate the work of around
6,000 co-operative businesses across
the country. An exciting fortnight is
ahead and we’re looking forward to
spreading the word and making sure
people know what
co-operatives contribute to in their
local community.”
Bring your old mobiles to us as listed
below or visit
www.thephone.coop/recycle.
Please remember to donate by the
end of July to get entered into the
competition.
Where to bring your phone
Co-operative Congress
Birmingham Town Hall
Saturday 27th June
Our Half Yearly Meeting
Chipping Norton Town Hall
Saturday 4th July
The Big Clean Up
The Atrium, One Angel
Square, Manchester
Friday 10th July
11am - 2pm
Co-op Group staff only
The Changing shape of the telecoms industry –
and what it means
Vivian Woodell,
Chief Executive
You will probably have heard
that two big mergers are planned
in the telecoms industry. If the
competition authorities agree to
the deals, BT will take over EE,
and Hutchison (owner of Three),
will take over O2. The combined
effect of these two mergers would
be to transform the landscape of
our industry, in a way we believe
would be bad for consumers. The
evidence from other European
markets is that where the number
of network operators reduces
below four, prices rise. BT won
a 4G license in the last round of
auctions. This should be bringing
a fifth mobile network operator
to the market. A merger with EE
changes all that. Couple that with
Canada Co-operative Exchange
the planned merger of O2 and
Three and the number of future
network operators falls from five
to three. Our view, and that of our
trade associations IMVNOx and
Federation of Communications
Services, is that if these deals
go ahead, it should only be on
the condition that the wholesale
market for mobile services is
opened up fully, so that, as with
fixed line, virtual operators have
access to all services on regulated
terms, creating a level playing field
for all.
Hi there, my name is Taylor and I’ve just arrived at The Phone Co-op to work and learn for a year. One
of the things that make The Phone Co-op great is their continual support to develop the cooperative
economy. In fact, that’s why I’m here! I’m working with others from Vancouver, British
Columbia to start up our own Internet and mobile co-op called Raven Wireless. I’ll be learning
the ins and outs of how The Phone Co-op operates and governs itself. In exchange, I’m bringing
entrepreneurial energy and experience to the team here. Stay tuned to hear more as the foundation is
laid for Raven Wireless to take flight!
2
Lee Thomson,
Product
Specialist
We have offered highly
competitive bundles in the
cut-throat mobile marketplace
for five years, proving that great
value and great values can go
hand in hand. We’ve recently
reduced prices further and
added a great new bundle that
provides unlimited minutes,
unlimited texts and 3GB of data
for only £23 a month.
Our bundles are flexible and our
SIM-only contracts mean you can
change your bundle from month to
month if necessary.
Your bundle lasts longer with us, as
we deduct your call allowance by the
second, unlike most providers who
round up each call to the nearest
minute. Over a month, this can make
a big difference.
If you do use more than your bundle
allowance, unlike other operators we
only charge 20p per minute.
Best of all, our residential bundles
include free calls between Phone
Co-op mobile users, and if you
have one of our home phone and
broadband bundles, you can call also
call any Phone Co-op mobile user
for free from your landline. Get your
household to take up our phone,
broadband and mobile services, and
recommend us to your friends, and
you may never need to pay to call a
mobile again!
Our bundles start at just £8 a month
for 200 minutes and unlimited texts.
Go to www.thephone.coop/mobile or
call us on 01608 434000.
Remember our PAYG
bundles. Contract-free,
starting at £5 & lasting for
30 days.
Taylor McLeod
Summer 2015
Minutes
Texts
Data
Price
Out of bundle
minutes
The Phone Co-op
600
Unlimited
500MB
£13.00
20p
O2
500
Unlimited
500MB
£15.00
45p
The Phone Co-op
1200
Unlimited
500MB
£15.00
20p
EE
500
Unlimited
500MB
£15.99
40p
Vodafone
900
Unlimited
500MB
£16.00
45p
The Phone Co-op
Unlimited
Unlimited
3GB
£23.00
-
Vodafone
Unlimited
Unlimited
3GB
£24.00
-
EE
Unlimited
Unlimited
3GB
£24.99
-
Network
Summer 2015
*prices correct at 23.04.15
Cost of calling 08, 09 and 118 numbers
Sue Powell,
Project
Manager
per minute, plus your phone
provider’s access charge”.
Free will now really mean free
From July 1st the regulator
Ofcom is changing the way
service numbers (084/087 etc.)
are charged for.
Service numbers include many,
from the 084/087 for contacting
banks, those beginning 09 for
TV voting or recorded info lines
to those beginning with 118 for
directory enquiries. The change
will make it possible to work
out how much the total call will
cost, irrespective of which phone
provider you use. The cost of
calling any of these numbers will
be split into two parts:
1. The Access Charge - what the
provider charges you, per minute,
for connecting the call. With us
it’ll be 7.2 p per minute from a
landline and 21p per minute from
a mobile, both including VAT.
2. The Service Charge – the owner
of the number decides this and
must display it wherever their
telephone number is shown.
For example, if an organisation’s
service charge is 20p per minute,
they should state ‘‘Calls cost 20p
Calls to Freephone 0800 and
0808 numbers will now be free
from mobiles as well as from
landlines.
Visit Ofcom’s website for further
information - www.ukcalling.info.
If The Phone Co-op has provided
you with one of these service
numbers, please call our Business
Services Team on 01608 434 070
to advise you on what to do ahead
of these changes.
3
The Connection
Meet our Affinity Partner
New partnership with Friends of the Earth
Change Act passed by government
Wendy Gupta,
Friends of the
Earth Business
Engagement
and Innovation
Manager
• Getting Doorstep Recycling taken up
Friends of the Earth is one of
the most dynamic, respected
and effective environmental
campaigning charities in the
world. Everything we do is about
creating a fairer world where
people and nature thrive.
We’ve been doing amazing things for
over 40 years now including:
• Getting the world’s first Climate
• Campaigning to toughen up
the law ensuring companies reveal
their impact on people and the
environment
• Getting the government to commit
to Saving British Bees last year
Why choose a co-operative for
your energy?
• Excellent Customer Service with
competitive and fair pricing
• They have a high renewables
content
• To have a say in the running of
another co-operative society
• To get a dividend share in the
profits of this successful co-op
Download the Great British Bee
Count App and help us save Britain’s
Bees! And sign our petition to enable
Britain to remain frack free.
But we’re not a lone voice.
Collaboration is critical so we work
closely with business, politicians
and opinion leaders to make change
happen. And we’re doing it with
brilliant ideas in great campaigns with
people like you at The Phone Co-op!
At a time when our planet faces
‘Get your power from Co-operative Energy,
plus £20 credit on your phone bill.’
We are working with
Co-operative Energy to bring you
another excellent, co-operative
service. Make the switch and
we’ll offer you a £20 credit on
your phone bill.
unprecedented crises, the world
needs Friends of the Earth and the
solutions we offer like never before.
So see things differently and join the
movement - www.foe.co.uk.
If you are ready to switch, visit www.cooperativeenergy.coop/
thephonecoop or call 0800 093 7511
for a quote. Don’t forget to mention
‘The Phone Co-op’ to qualify for this
offer. For full terms and conditions
visit www.thphone.coop/coopenergy.
Share your thoughts
Send us your ideas for our newsletter
to
[email protected]
Follow us on Twitter and Facebook
@phonecoop
www.twitter.com/phonecoop
www.facebook.com/ThePhoneCoop
Blog reminder
Switch to Co-operative
Energy and The Phone
Co-op will give you £20
credit on your phone bill
Now that’s something to talk
about
The co-operative energy
here for your life
Don’t forget to look at the blogs on
our website. These cover stories from
updates on our products and services,
guest blogs on key topics/events to
opinions, customer testimonials and
useful info. Just visit www.thephone.coop/about-us/blog or
www.thephone.coop/membership/blog
for membership updates.
Share with a friend
Happy with our services? Proud of being a member of The Phone Co-op?
Then recommend us to a friend to share £40.
thephone.coop/referafriend or call us on 01608 434000.
Follow us on Twitter @phonecoop
4
and www.facebook.com/ThePhoneCoop
and spread the word.
Summer 2015