FOCUS GROUP: Prepaid Self Serve

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  • Updated 3 years ago
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Hola Amigos!

I’m Karen from the Koodo Prepaid team. It’s a pleasure to meet you all. We’re currently looking at ways to improve Koodo Prepaid Self Serve. I’ve written out a few questions that I would like your opinion on. I’d really like to hear your stories of how you use Self Serve. Give me the good, the bad and the ugly! As usual, your thoughts are what will ultimately shape the future of Koodo Prepaid.

1. Tell me about yourself

a. How long have you been a Koodo Prepaid customer?
b. Have you been a Koodo Postpaid customer at any time?

2. Topping up in Self Serve

a. On a scale from 1 to 10, with 10 being awesome, how easy is it to make a payment or register a credit or Visa Debit card? Please explain.
b. Is there anything you would change about top ups in Self Serve? Please consider any steps involved in topping up, such as registering your credit/Visa Debit card, paying with top up vouchers, registering for automatic top ups, etc.

3. Purchasing Booster Add-ons or changing Base Plans in Self Serve.

a. Is there anything you would change about the Booster add-on purchase or Base Plan change/purchase process in Self Serve?
b. Is there anything you like/would not change about the Booster add-on purchase or Base Plan change/purchase process?

4. Any other comments you have about the using Self Serve are welcome!
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Karen Chung, Employee

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Posted 3 years ago

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Ray

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Hi Karen,

1. I've been using prepaid for just over a year. I've never had a postpaid account.

2. 10 - I had no problems registering a credit card - don't have Visa debit so I haven't tried that.

3. There are too many tabs on the "Base Plan & Boosters" page. Maybe it would be better to split the booster stuff into a separate page.

4. Login is sometimes painfully slow.
It would be nice if the booster usage summary could be on the overview page (currently you have to click "View Booster Usage" or go to the Base Plan & Boosters tab).
Usage history should be available for download (copy and paste works but doing it one page at a time can take a while).
Prepaid self-serve needs an app or at least a mobile-friendly website.
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Karen Chung, Employee

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Hi Ray! Thanks for your feedback. That's exactly the type of input we're looking for!
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Karen Chung, Employee

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Thanks Sophia! This is a great start. Let us know if you think of anything else.
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Sophia, Mobile Master

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Sorry I re-added it as a separate entry :) Same comment is now below, I didn't want to steal Ray's thunder :D
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Angela JM Ricci

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I just put in my account info for prepaid, including registering my visa and did not get my booster?
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Karen Chung, Employee

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Is this your first time registering your card? If so, you should have received the booster within a couple of hours. Have you received it yet?
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Some random Mobile Master, Mobile Master

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1.a) Since May 25th, 2013
b) Yes, from August 11th, 2011 to May 24th, 2013

2.a) 10 for ease, 3 for reliability. Process is straightforward, so a 10 for that. Reliability gets a 3 because twice, my CC was de-registered and I had to re-register it again and again. Not a dealbreaker, but an annoyance. And the security system is a bit overzealous as well, I once had to call in to register my CC, Self-Serve would refuse it.
b) Not really. This part works well enough as it is.

3.a) Base plan is alright. Boosters, though, should be allowed to be purchased directly instead of the current 2-step process (funds first, buy after). Charge my CC directly and add booster, there, done. With the current model, we need to buy credits first, then buy the booster. Again, not a dealbreaker, simply an annoyance.
b) Well, my reply in a) pretty much applies for b)

4. Main page needs to give a more "at-a-glance" look at what's left and what's coming without having to go through all tabs at the top. Tabs are fine for detailed views, but summaries should be on the main page.

And please, for the love of all that is holy or not, upgrade that server!!!! It's so slow it seems to be stuck in an old 5gal of fancy molasse.
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Karen Chung, Employee

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Thanks David! Appreciate the feedback.
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Sophia, Mobile Master

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1.
a. Since August 2012 :D
b. No, never

2. Topping up in Self Serve
a. 10, easy as pie.
b. Yes, but that will be covered in 3

3.
a. Yes! The booster purchase should not require a top up first, when you add a booster you should be asked if you want to top up if you don't have sufficient funds.
Also you should be able to add additional boosters more intuitively, without having to choose which slider to use.
b. Can't think of anything

4.
It would be nice if self service had a drop down menu to easily find the feature needed. Now I often find myself clicking at least 2 tabs before I finally have the feature I need, such as change SIM card, or view payments.

Self service is beyond SLOW! Please add some power to your servers!

A self service app would be awesome, or at least easier mobile access.

Viewing usage should give a choice how many rows to view on one page, instead of having to click next-next-next a hundred times. Also a filter for text only/minutes/data would be nice.

There are some persistent bugs, such as changing your email address does not change it on the first page, and having the same email address on Public Mobile still causes issues.

If I can think of more, I'll add them :)
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Sandy McFadden

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1.
a. Since Nov. 2014
b. Signed up briefly then changed mind

2.
a. 10 No problems
b. I had it bill be twice a couple months in a row but other than that it works well

3.
a. Don't like having to add money first to then buy Boosters. The flow isn't natural, should be able to just buy the booster directly.
b. Love the prices and the fact that they never expire!!!

4. I currently have 2 prepaid accounts and will likely add a third when a contract expires. I wish we could have them all under one account instead of multiple accounts and logins for each one.
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Karen Chung, Employee

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Thanks Sandy! Can you clarify the experience you described in #2b? Were you registered for automatic top ups and are you saying it charged your card twice in one month?
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Sandy McFadden

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That's right. I thought it happened twice but I just went back and checked. It was only once on Dec 24, 2014 then again on Dec 25, 2014
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Eugene

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1. a) Prepaid customer since 2014, September
b) Been a postpaid customer in 2011 Feb ended at 2014 May.
2. a) 10/10:) I have paid all my bills with absolutely no problemos.
b) The payment methods are perfecto.
3. a) I like the current booster packs, but I would love it if you guys would bring back holiday promos for the boosters like 2013.
b) The fact that they are purchasable anytime:)
4. Please consider the holiday promos for the boosters:) Everybody loves cheaper boosters:)
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Karen Chung, Employee

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Thanks Eugene!
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gmd

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1. a. with Koodo = Dec. 2014, but been sending people to Koodo prepaid (and about to bring the rest of the family over!). Have been using another prepaid service since Aug. 2000 (hint: no phone unlocking required).
b. Nope

2. a. 10. Easy.
b. mobile app please

3. a. the process no. I would add more options (US getaway plan, etc.)
b. don't touch it!

4. Like I said, we need an app...
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Valued Customer

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How about someone from Koodo addressing all the other posts from users who got a welcoming message from you implying that we are now all prepaid customers? Is no one monitoring the messages? There are dozens of us posting and getting no reply from Koodo.
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Sophia, Mobile Master

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"all the other posts"? "we are now all"? "dozens of us"?

No idea what you're talking about... elaborate please! What are all those others post that we are all now getting, dozens of us? On whose behalf are you talking?
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Sophia, Mobile Master

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Oh hang on hang on :D I see what you mean now! That's me answering before I saw the posts... I'm sure this is a glitch that Koodo is working VERY hard to solve!
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Ahmad

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1. Tell me about yourself

a. How long have you been a Koodo Prepaid customer?

About 6-8 months now!

b. Have you been a Koodo Postpaid customer at any time?

I was a Postpaid customer before I was a prepaid customer.

2. Topping up in Self Serve

a. On a scale from 1 to 10, with 10 being awesome, how easy is it to make a payment or register a credit or Visa Debit card? Please explain.

I'd say at least a 9.. if not 10/10. Sometimes I just don't want to use my visa and want it taken from my chequing account directly right away so using visa debit makes my life so much easier.

b. Is there anything you would change about top ups in Self Serve? Please consider any steps involved in topping up, such as registering your credit/Visa Debit card, paying with top up vouchers, registering for automatic top ups, etc.

I like the way automatic top-up works and everything so I wouldn't recommend changing anything.

3. Purchasing Booster Add-ons or changing Base Plans in Self Serve.

a. Is there anything you would change about the Booster add-on purchase or Base Plan change/purchase process in Self Serve?

Don't make it so that you have to spend a minimum of $15/month (since the lowest base plan is $15). I would like to see a base plan more tailored to those who don't necessarily text and dont want to spend $15/month on a base plan. A $5/$10 base plan with a set number of texts would be awesome. $5 for 250 or $10 for 1000 or something.

The base plans above the $15 unlimited texting, in my opinion, need to really be look at again and changed. They're just not worth it. Especially at the fact it's local minutes. What is this 2008 again? All minutes should be Canada-wide.

b. Is there anything you like/would not change about the Booster add-on purchase or Base Plan change/purchase process?

Nope.

4. Any other comments you have about the using Self Serve are welcome!

PLEASE CREATE A PREPAID SELF-SERVE! :)
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Karen Chung, Employee

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A big thanks to everyone who participated in this focus group! The feedback you all provided is very insightful and will help us focus on the areas that matter most to you! Thanks again!

~ Karen

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