Sydney-based analyst firm Telsyte has named amaysim the leading low-cost telco in an independent report, considering its current size and reputation among customers in the findings.
The analyst firm found that amaysim was the most highly regarded MVNO in Australia, with the highest customer satisfaction rating, with customers praising its pricing and customer support structures.
Amaysim was also the overall leader for customer satisfaction among all telcos.
“Amaysim ranked highest on average on the customer ratings survey questions -- marginally higher than Telstra, says Telsyte Director, Foad Fadaghi. “We asked consumer to rate their provides on a scale between 1 and 5 on eight service factors. The results were averaged for determine a final rank.”
Amaysim CEO Rolf Hansen believes the result is an acknowledgement of the hard work his team has put in to creating a viable alternative to the big players in Australia’s mobile landscape.
“The difference between us and some of the other players is that ‘low-cost’ doesn’t come with 'low-quality'. People want to save money, but still want a good user experience and above all they want to be treated with respect,” says Hansen.
A tidal wave of change
The report could not have come at a better time for amaysim, with Telsyte’s study also reporting survey data suggesting that nearly 40-percent of Australians are looking to switch to a different telco service provider in 2014. The data also pointed to this being a big opportunity for all telcos, as most of those looking to switch said they didn’t know who they should switch to.
There are several factors contributing to this confusion. Increasing phone prices and lowered handset subsidies from the big telcos are making the cost of owning a new phone prohibitive for some customers. This, in turn, has lead to an increase in the number of second-hand phones being resold or ‘handed-down’, which means more people are looking for low-cost SIM-only plans, rather than new phones on a long-term contract.
This is a trend Hansen and his team are watching closely.
“We’re seeing subsidies get less popular with carriers who have to wear these costs upfront,” says Hansen. “As this coincides with even more affordable and hand-me-down smartphones flooding the market, the case for month-to-month plans is getting even stronger.”
With this glowing recommendation from Telsyte and having been awarded a Money Magazine’s Best of the Best award in 2013, amaysim is in a prime position to appeal to these customers.