Transparent and clear pricing is an important part of our relationship with customers, helping to ensure their satisfaction and loyalty.
We have improved the clarity and transparency of our pricing across our markets by introducing simpler price plans, and making tariffs more predictable and flexible. We have redesigned bills to help communicate the new price plans more clearly.
Price plans
Vodafone regularly reviews price plans to make them simpler to understand. We try to use straightforward language rather than legal terms, where possible, to avoid confusion. Our customer surveys help us gauge opinion on how transparent our pricing is and how we can improve.
Clear communications
We make sure our pricing communications are accurate and clearly-written. All local operating companies provide information about their pricing via the internet, in brochures and in-store. Several operating companies have redesigned their bills to improve clarity for customers. Increasingly, they provide a breakdown of different spending categories (calls, SMS, etc.), as well as the normal call-by-call detail.
Giving our customers control
Many of our local operating companies have introduced offers that enable customers to predict their spending more effectively. Offers include unlimited calls to designated frequently-dialled numbers and unlimited calls at the weekend for a fixed fee. New packages for data services also provide clearer, more predictable pricing.
Many of our operating companies offer customer price plans with a set amount of inclusive airtime and enable customers to track their usage between bills, for example by requesting details of their remaining minutes through a free SMS service.
International roaming voice calls
Over the last few years, stakeholders have raised particular concerns about international roaming charges when using your phone abroad. In response to this feedback, we have simplified our price structures and cut the cost of roaming calls beyond the scope required by the EU regulations introduced in 2007.
We are committed to providing good value for the 35 million customers who use their mobile phones when they travel abroad every year, and have introduced a number of initiatives to prevent confusion and improve pricing transparency.
Vodafone Passport
Vodafone Passport is leading our industry's response to these concerns, making it easier to understand the cost of calls abroad. This service enables customers to take their home tariff with them when they travel abroad and pay just a small connection fee per call.
By the end of 2007/08, Vodafone Passport was available to over 28 million customers in 17 markets. Passport has cut the cost of calls by more than 40% per minute, compared with prices in June 2005 prior to its launch.
Customer usage patterns show that, on average, Vodafone Passport customers talk more and pay less per call when abroad.
Cutting the cost of roaming calls within Europe
In 2007/08, we cut the average cost for our customers roaming in Europe without Vodafone Passport to €0.49 per minute (excluding VAT). Prices will be further reduced to €0.46 in 2008/09, in line with the next stage of the regulation.
Data roaming
Vodafone Connect Abroad enables customers in nine European markets to use internet and e-mail services from a mobile-enabled laptop for a flat-rate fee of €12 a day when roaming abroad. This has significantly reduced the cost of data roaming. Customers can also choose to buy one of our monthly roaming bundles, which offer even lower prices to more frequent travellers.
Check before you call
Customers can use our free pricing information service by calling or texting a local freephone number from home or abroad to request a message. This details the cost of making and receiving calls, and using data services when travelling in Europe.
Vodafone also participates in the GSM Association's web-based initiative to increase transparency of roaming costs in Europe. Consumers can visit the GSME website to compare roaming costs from around 75 operators at www.roaming.gsmeurope.org. You simply type in your home country and the country you are visiting for an instant breakdown of charges from each local operator – on both prepaid and postpaid services. By using the website you can find out how much you will pay to:
- call home to a fixed line
- call a local fixed line
- send a text message back home or locally
- receive a call or a text message
For example, Vodafone Czech Republic's new online tool enables customers to quickly find the Vodafone tariff that suits them best. Users can compare the advantages of various tariffs – including the number of minutes and the number of SMS messages they can get for their money. Visit Vodafone Czech Republic's website to find out more.
