There is a clear trend toward simplicity in wireless plans from the big carriers. A few weeks ago, TELUS got rid of activation fees; Rogers has simplified its voice/data plans. Recent moves by two of the biggest service providers to make it easier for customers to have clarity and simplicity for their monthly bills.
There are a lot of factors at play here. Some will say that these moves are being driven by the CRTC’s consultation to develop a uniform wireless code. That is an overly simplistic eplanation for the drive to simplicity. After all, the CRTC consultation was announced just 4 days before TELUS launched – even a commercial as annoying as the one featuring Richard Simmons needs longer than 4 days to develop, let alone time for planning and training.
Competitive pressures from new entrants? Perhaps.
Consideration of the report from the CCTS, identifying billing and contract issues as the biggest source of customer escalations?
Or perhaps a case of trying to satisfy a a large group of customers that want it simple.
But let’s be clear: simplicity is not necessarily the best solution for everyone. I may have a plan that is more complicated to understand, but it is more custom tailored to the way I use my services. I don’t want to be forced to fit into one of the standard packages because I think I did better for myself, assembling my package on my own.
Mind you, I didn’t have trouble getting rid of the flashing “12:00” on my VCR.
In the absence of regulation, the marketplace has developed simple, easy to understand options for consumer wireless plans.Will some suggest that such simplicity be mandated as part of the wireless code? I certainly hope not.
It can be confusing for people to make all sorts of high tech purchases, such as personal computers. You have a choice to get a computer pre-configured from a big box retailer or even a TV shopping network and such machines are attractive for a lot of people. Others want to be able to put together their own machines, assembling cases, mother boards and individual components on their own. The latter is certainly more complicated, but it is quite likely that such computer owners have an even better understanding of their computer’s capabilities than the people who bought a pre-configured package. Simple is not always better.
“Clarity” is a significant attribute mentioned in the CRTC’s consultation for the mandatory wireless code. It is a reasonable requirement for consumers to clearly understand what services are included and what their bill will look like.
Will clarity be confused with simplicity?