Retention offers from Spark

Forums › Spark New Zealand (including Skinny and BigPipe) › Retention offers from Spark

1 | 2 | 3 | 4

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#2215200 11-Apr-2019 18:33

loceff13:

The Unplan Entertainment 12 month offer seems decent value to me, think we will take another 12 month term when our current one ends.

Just you wait, i think it might become better :)

as to those commenting on the value of the plan size, at the moment both fibre and wireless products are aligned. it makes it simple.

I agree for the tech consuming part of the country it is on the lower side but i'll also point out a sizable number of customers are not in that 'unlimited' top tier pool.

Something we forget when we critically analyse things is, we dont always look at the wider picture.

As someone who spends alot of time in data, i have to always remind myself of this.

The article was written before the price of 100mbit etc was dropped too, not to mention their stats they relate the points to in graphs aren't quite right..

in saying all of that, i do expect the bandwidth tiers will raise and thus move the bins folk sit in.

Unplan was an experiment, it totally flipped the market. Without naming names, some large players in the market massively changed their marketing gameplan around it.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

nunz

1421 posts

Uber Geek
Inactive user

#2215224 11-Apr-2019 19:48

A long term client of Spark's just discovered they have been getting charged $150 plus per month for what Spark offers new clients $65-75 per month.

While they didnt expect to get a refund on the price difference, having spark tell them it is their fault and that it is the clients responsibility to keep up to date with plans is not good business.

In effect Spark are saying they don't care for long term clients, favouring those jumping ship from isp to isp and also telling clients to keep looking for the best deal. At a time the plans come up for change is when you lose clients, so encouraging them to look at others instead of sweetning the deal or helping retain them is just bad business.

Spark would do well to automaticlly move long term clients onto new plans and proactively helping long term and loyal clients get the best deal they can.

hio77

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#2215226 11-Apr-2019 19:55

nunz:

A long term client of Spark's just discovered they have been getting charged $150 plus per month for what Spark offers new clients $65-75 per month.

While they didnt expect to get a refund on the price difference, having spark tell them it is their fault and that it is the clients responsibility to keep up to date with plans is not good business.

In effect Spark are saying they don't care for long term clients, favouring those jumping ship from isp to isp and also telling clients to keep looking for the best deal. At a time the plans come up for change is when you lose clients, so encouraging them to look at others instead of sweetning the deal or helping retain them is just bad business.

Spark would do well to automaticlly move long term clients onto new plans and proactively helping long term and loyal clients get the best deal they can.

ah nunz,

i'd love to see this example. There is a ton of simplification that was done, which included migrations where possible.

One of the positives about moving to this unplan model is we remove that break between new customers vs existing customers..

There are some plans that we can't automatically move people on because there are minor terms changes etc. I suspect that will be the case.

Business plans get even more complex here, but that's predominantly where the plans were simplified.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

quickymart

13972 posts

Uber Geek

ID Verified

#2215228 11-Apr-2019 20:05

Is Unplan available without a 12 month contract (open term)? Am I right in thinking if I use over 120GB a month the charge is still $89.95? (Sorry I didn't read the website too thoroughly). My contract will be up soon too, so I'm considering my option as well.

nunz

1421 posts

Uber Geek
Inactive user

#2215246 11-Apr-2019 20:31

hio77:

nunz:

A long term client of Spark's just discovered they have been getting charged $150 plus per month for what Spark offers new clients $65-75 per month.

While they didnt expect to get a refund on the price difference, having spark tell them it is their fault and that it is the clients responsibility to keep up to date with plans is not good business.

In effect Spark are saying they don't care for long term clients, favouring those jumping ship from isp to isp and also telling clients to keep looking for the best deal. At a time the plans come up for change is when you lose clients, so encouraging them to look at others instead of sweetning the deal or helping retain them is just bad business.

Spark would do well to automaticlly move long term clients onto new plans and proactively helping long term and loyal clients get the best deal they can.

ah nunz,

i'd love to see this example. There is a ton of simplification that was done, which included migrations where possible.

One of the positives about moving to this unplan model is we remove that break between new customers vs existing customers..

There are some plans that we can't automatically move people on because there are minor terms changes etc. I suspect that will be the case.

Business plans get even more complex here, but that's predominantly where the plans were simplified.

i acknowledge there may be complexity but as a term comes up, looking at a plan and getting a person to phone, offer a better deal and re-sign folks is good business practice and shows we aren't just a cash cow to be milked until our udders fall off and we go somewhere we feel valued.

Blindly leaving folks on higher plans just continues the practices acknowledged by Teresa Gatting(spelling) which are for the benfit of the isp but not the client.

Clients aren't cash cows. Treat them well and you will be shown loyalty Screw them or be indifferent and they wont show you any loyalty. and in fact will look at how to screw you back..

hio77

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#2215258 11-Apr-2019 20:48

nunz:

i acknowledge there may be complexity but as a term comes up, looking at a plan and getting a person to phone, offer a better deal and re-sign folks is good business practice and shows we aren't just a cash cow to be milked until our udders fall off and we go somewhere we feel valued.

As someone who ran an outbound project targeted at helping folk for free. i can tell you this is alot harder than it sounds.

Unfortunately the scams out there land in about a 90% hang up rate. Not even kidding.

There are alternative channels this is done in though, but again. If there is a particular category I'm happy to shine the light there.

'business' is quite wide considering spark does everything from small to massive full scale managed...

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

gmball

568 posts

Ultimate Geek

#2215265 11-Apr-2019 20:55

quickymart:
Is Unplan available without a 12 month contract (open term)? Am I right in thinking if I use over 120GB a month the charge is still $89.95? (Sorry I didn't read the website too thoroughly). My contract will be up soon too, so I'm considering my option as well.

As far as I am aware it’s only available on a 12 month term which doesn’t really make sense given the plans are priced significantly higher than the competition without any incentive for signing a 12 month term.

On the plus side, I did phone Spark today and spoke to someone with inside knowledge who admitted they missed the mark with Unplan and a new offering will be released on Monday, they encouraged me to wait until Monday before changing providers.

Looking forward to seeing what’s announced, sounds like a drastic change.

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

hio77

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#2215281 11-Apr-2019 21:12

gmball:

On the plus side, I did phone Spark today and spoke to someone with inside knowledge who admitted they missed the mark with Unplan and a new offering will be released on Monday, they encouraged me to wait until Monday before changing providers.

Looking forward to seeing what’s announced, sounds like a drastic change.

That sets a mark to hit... Not sure i'm a fan of it being positioned like that.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

loceff13

1065 posts

Uber Geek

#2215399 12-Apr-2019 01:25

hio77:

loceff13:

The Unplan Entertainment 12 month offer seems decent value to me, think we will take another 12 month term when our current one ends.

Just you wait, i think it might become better :)

Hopefully we hear some Gigatown migration/offer news soon too?

Wellingtondave

159 posts

Master Geek

#2215400 12-Apr-2019 02:07

gmball: Has anyone been offered any retention offer to stay with Spark?

We have come off our 12 month Fibre contract and now being charged $104 per month for 100/20 Fibre.

Everyone I have compared are significantly cheaper, with the likes of Big Pipe being far cheaper without even taking into account their offer of 3 months free.

I can’t fathom any reason to stay with Spark, however they provide a good service so would stay if there was a sweeter deal available to better match the competition.

I know someone who does this [threatens to leave a service] with every single provider, electricity / gas / insurance/ telco. It works. I can't do that.

It just depends how far you want to barter / fight for a deal.

hio77

12999 posts

Uber Geek

ID Verified

Trusted

Lizard Networks

#2215417 12-Apr-2019 07:02

loceff13:
hio77:

loceff13:

The Unplan Entertainment 12 month offer seems decent value to me, think we will take another 12 month term when our current one ends.

Just you wait, i think it might become better :)

Hopefully we hear some Gigatown migration/offer news soon too?

You will hear more when that's out.
Until that is out, the plan will remain unchanged.

There aren't any new sign ups.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

ockel

2031 posts

Uber Geek

#2215483 12-Apr-2019 08:16

hio77:

loceff13:

The Unplan Entertainment 12 month offer seems decent value to me, think we will take another 12 month term when our current one ends.

Just you wait, i think it might become better :)

I'd expect to see 12 months of Spark Sport included for free with the Unplan Entertainment when it comes out of beta. If Spark could offer FanPass at a $30/mth discount (cf Fanpass term contract) then Spark Sport should be free.

And then there will be the RWC discount for Unplan Entertainment customers....

Sixth Labour Government - "Vision without Execution is just Hallucination"

nunz

1421 posts

Uber Geek
Inactive user

#2215487 12-Apr-2019 08:28

hio77:
nunz:

i acknowledge there may be complexity but as a term comes up, looking at a plan and getting a person to phone, offer a better deal and re-sign folks is good business practice and shows we aren't just a cash cow to be milked until our udders fall off and we go somewhere we feel valued.

As someone who ran an outbound project targeted at helping folk for free. i can tell you this is alot harder than it sounds.

Unfortunately the scams out there land in about a 90% hang up rate. Not even kidding.

There are alternative channels this is done in though, but again. If there is a particular category I'm happy to shine the light there.

'business' is quite wide considering spark does everything from small to massive full scale managed...

I understand ... especially the scam part. We really need to get some legislation with grunt around that and international cooperation.

Thanks for the offer of help. It is aporeciated. I signed the client up with spark again. Got them a better deal. Was using it as an example of how resignups affect folks.

Trying to get them on fibre but not in place yet so vdsl. However gotta say as folks leave vdsl for fibre it is becoming soooo much faster.
Their router showed dsl of 82mbps although actual experience according to speedtest.net was 45.

Still good speeds.

Im very mixed about the price driven culture in NZ. Leaving a client paying almost double is bad for them. However the dive for lower prices puts pressure on businesses and that results in less nz jobs (india is cheaper). Id be happy having them and me pay more but only if it was across the board for all their competitors. It wasnt so long ago my telecom bill was $1500 -$2500 per month. At that price telecom were shafting users but currently pricing must be hurting their ability to provide great service.

I personally often dont go the cheapest route. Quality service and product is actually more economical than cheap most of the time.

Again thanks for the assist offer

tdgeek

29753 posts

Uber Geek

Trusted

Lifetime subscriber

#2215492 12-Apr-2019 08:48

ockel:

hio77:

loceff13:

The Unplan Entertainment 12 month offer seems decent value to me, think we will take another 12 month term when our current one ends.

Just you wait, i think it might become better :)

I'd expect to see 12 months of Spark Sport included for free with the Unplan Entertainment when it comes out of beta. If Spark could offer FanPass at a $30/mth discount (cf Fanpass term contract) then Spark Sport should be free.

And then there will be the RWC discount for Unplan Entertainment customers....

But then you will say that Spark Sport is a fail as its free to many, as you do with Lightbox. Unplan Entertainment already includes two other free products. Maybe Spark will introduce Unplan Ultimate which includes free Lightbox, free Netflix, free Spark Sport, free Broadband. It would be quite an easy plan bill for :-)

My point is that added value is great, it helps a customer become sticky, customer wins. But it also needs to be economically viable.

ockel

2031 posts

Uber Geek

#2215510 12-Apr-2019 09:05

tdgeek:

ockel:

hio77:

loceff13:

The Unplan Entertainment 12 month offer seems decent value to me, think we will take another 12 month term when our current one ends.

Just you wait, i think it might become better :)

I'd expect to see 12 months of Spark Sport included for free with the Unplan Entertainment when it comes out of beta. If Spark could offer FanPass at a $30/mth discount (cf Fanpass term contract) then Spark Sport should be free.

And then there will be the RWC discount for Unplan Entertainment customers....

But then you will say that Spark Sport is a fail as its free to many, as you do with Lightbox. Unplan Entertainment already includes two other free products. Maybe Spark will introduce Unplan Ultimate which includes free Lightbox, free Netflix, free Spark Sport, free Broadband. It would be quite an easy plan bill for :-)

My point is that added value is great, it helps a customer become sticky, customer wins. But it also needs to be economically viable.

Lightbox failed as Spark didnt have the bottle to remove the "free" sign at the end of 12 months. If Lightbox had been forced to stand on its own two feet rather than the fluffy metric of reducing churn then there would have been a very different outcome.

Spark has the capacity to learn from its past mistake with Spark Sport. If it holds to financial rigor and ensures that SparkSport meets its financial hurdles (as the outgoing CEO claims) then we will see if its viable. If it repeats its past mistakes then its another doomed Telecom attempt in the media space. BT Sport had years of subsidising sport, endured a bidding war on rights with SkyUK, and when prices started to go up to make it a financially viable project then subscribers started to fall (and the CEO with it). The new SkyNZ CEO has signalled he is ready to burn shareholder value to maintain SkyNZ as the home of NZ sport - so I'm seeing a repeat of the UK experience all over again.

But I'm not going to be surprised to see significant discounts included in the Unplan Entertainment package or, as you say, the introduction of a Unplan Ultimate type product. Its inevitable. Just hope the end outcome isnt deja vu all over again.

Sixth Labour Government - "Vision without Execution is just Hallucination"

1 | 2 | 3 | 4