FOCUS GROUP: Prepaid Top-Up Experience

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  • Updated 4 years ago
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Hola everyone!

We’re working on making the experience better for our Prepaid customers and are looking for your feedback on the most convenient ways to top up and manage prepaid account.

We’d love to get your thoughts on these questions:

1) How would you prefer to pay for your Prepaid account? (i.e. Credit Card, Debit, Cash, etc)

2) We currently don’t offer debit as a payment option to top up. If we did, would you use it?

3) Is it difficult for you to top up since we don’t offer debit as a payment option yet?

4) Do you have any other ideas to improve the top up experience?

Thank you!
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Sumaya K.

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Posted 4 years ago

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Hayden

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One thing and probably the only thing I admire about WIND is how you can top off your account, via USSD Codes.

Within the dialler, being able to enter credit, debit or top up card information. I found this to be very useful when needing to add a quick balance.

Plus using the USSD codes to check remaining balance and plan info.

All The Best!
Hayden
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Brandon

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Hi Hayden!

Thanks for the reply! Some great ideas there that we will certainly take back to the team and discuss.

Enjoy the rest of your day and if you have any other Prepaid feedback or suggestions please don't hesitate to share!

Brandon
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Some random Mobile Master, Mobile Master

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1) More payment options is always better. Even PayPal would be good (I know, I know).

2) I sure would!

3) Nope. Easy as 1-2-3. Vouchers or CC works good.

4) Oh yes! Here goes...

a) It's a bit counterproductive to be asked to top up first before buying boosters when we have a registered credit card. Just charge the CC and be done with it.

b) We need to be able to input a custom top up amount when using CC. A max of $50 is ridiculous. I bought $450 of top-ups last Xmas and I had to use the $50 one 9 times. 9 times!!!! I would have simply input $450 in the box, clicked "Buy Now" and voilà, $450 added to my account. This could also be solved by referring to point a).

c) More than 1 line per account. Some people manage more than one prepaid line and it would make things MUCH easier. Don't care if each line doesn't have unlm calling between them (although it'd be nice), but at least allow one account holder to manage multiple prepaid lines from the same Self-Serve portal.

d) Auto-renewal of boosters. When a credit card is registered with the account, allow (with a clickable box) automatic renewal of boosters. Instead of having to watch for funds, this would ensure smooth delivery of data and voice as boosters would be renewed when a threshold has been met. For example, with only 5MB left, automatic renewal could kick in and the $30/1GB booster is renewed using the CC. Same for voice. Basically, "set it and forget it" like the George Foreman rotisserie infomercial.

e) Although not my own pet peeve, but many have asked to log into self-serve with the phone number instead of e-mail address. Allow both for maximum satisfaction.

f) Allow downloading of a PDF of our calling and data use records. Much like monthly users. I know it's not a bill, but it's easier to make calculations about one's usage patterns.

I'll post again if I think of more!
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Brandon

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Wow!

Great suffestions, David. We really appreciate how in depth you went on this.

Our goal is to ensure that the customer has a positive experience with Koodo and addressing any pain points (such as the ones you've listed) will only help us going forward.

Thanks again and if you think of anything else please don't hesitate to let us know!

Brandon
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Some random Mobile Master, Mobile Master

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No problem! Some are from my own use, others I remembered from posts on the community.
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Timo Tuokkola, Mobile Master

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Good suggestions, although I suspect 'e' would be less of an issue if 'c' becomes a reality. A lot of people only HAVE one email address to use as a username.
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Some random Mobile Master, Mobile Master

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Yeah, but like I said, this one wasn't my own. I don't mind using email, but I'd really like C!
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Chris Petersens

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The phone number as login is a good idea it should be the same for monthly users. It should be part of buying the phone so when I leave I already have self serve account and koodo would just text me a code to validate it.
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Some random Mobile Master, Mobile Master

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I think I have another one...

It's not up to me to decide if it's going to happen or not, but here goes.

We have heard many times on the community that people did not understand why there was such a price difference on phones between monthly and prepaid. Much of it had to do with commitment, etc...

Of course, some people get denied monthly service and they understandably feel upset having to pay even more for the phone.

Here is my take on a solution:

1) Make new prepaid customer pay prepaid price for his/her phone.

2) Calculate the difference between the 2 prices (let's use $100 as an example)

3) Every month, automatically add $5 to customer's account, for the next 20 months (20 months x $5 = $100).

This way, someone would have a $5 credit every month for up to 24 months or up to the price difference. Since prepaid credit is not refundable anyway, Koodo doesn't lose out and customer feels good about it :o)
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Sophia, Mobile Master

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Oh my word, how can I add anything to all the awesome suggestions given :)

First, to answer the questions:

1) I'm quite happy using our VISA credit card, but as David said, more options are always welcome!

2) No, I'd keep on using the credit card. I'd probably switch to Paypal if that would ever be offered.

3) That doesn't really apply to me but I think if I were having to rely on vouchers only, I'd probably have a really hard time finding them where we live!

4) I wholeheartedly support everything David posted, especially the $50 maximum. At the VERY least add $55 to the list, because most people will want to buy a voice $25 and data $30 together and are forced to top up twice for that.

The first time I tried to add boosters, I was stunned that it wouldn't allow me to until I found out you have to top up first. So again I agree with David, allow people to top up while adding boosters... it would prevent a lot of questions in the community!

It would be awesome if you could relocate funds, meaning I'd love to top up for a whole year in advance when we have a windfall, but in that case the base plan renews whether you want it or not. And no, I don't ALWAYS want it for example when I spend a month oversees :)

Changing your base plan mid term, requires you to just buy a whole new base plan even if you only just renewed the old one a day before. It would be much better if you allowed a base plan to be changed at any given date and just paying the difference.... for example for simplicity's sake. I renewed the $15 base plan on Feb 1, but want to change to the $25 plan today, Feb 17. Then allow me to pay the difference of $10 now and renew on the original date (March 3) with the $25 plan.
I know this would still be slightly unfair if you renew on March 1 (2 days before expiry) but overall, I think it's a lot more flexible than what we have now!
Reverse that when moving to a lower rate base plan, for example just give a $10 one time credit and make the new plan effective immediately, again with the original renewal date.

Can't think of anything else right now but when I do, I'll add to this thread.

One last thing: I absolutely LOVE Koodo prepaid, I know in the past a lot of people scuffed at prepaid thinking it automatically means you have bad credit and can't afford a plan. I think Koodo has effectively put an end to that notion and has made prepaid a lot more mature, accepted and widely known as an acceptable alternative.
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Some random Mobile Master, Mobile Master

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Absolutely agreed! Especially the part that more people than before actually choose prepaid, by choice, not because of bad credit!

All around awesome post as usual by Sophia!
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Brandon

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Great suggestions and thank you for the kind words regarding Koodo Prepaid.

I agree, there are currently some barriers within our payment options and top-up experience and forums such as this will help derive new ideas to eliminate them.

The continuous feedback from our customers and online forum contributors helps tremendously in our goal to provide an excellent experience. While we may not be able to implement everything, we encourage you to keep them coming!

Brandon
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Ahmad

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1) How would you prefer to pay for your Prepaid account? (i.e. Credit Card, Debit, Cash, etc)

Cash (top-up at kiosk), vouchers (grocery store, gas stations, etc), Credit Card and #1 PLEASE make debit as an option. Would prefer debit over anything else.

2) We currently don’t offer debit as a payment option to top up. If we did, would you use it?

100%

3) Is it difficult for you to top up since we don’t offer debit as a payment option yet?

It's not difficult, it's just a tad annoying

4) Do you have any other ideas to improve the top up experience?

Not yet :P Just got on prepaid tehehe
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Brandon

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Welcome to Prepaid and thanks for our feedback! We will do our best to source out the best and easiest solutions.

Brandon
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rikkster, Mobile Master

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1. At present, I pay using either cash or debit in person at participating retailers. Being able to top up online via debit or VISA debit would definitely be a lot more convenient. The credit card registration option is already in place for anytime one-time top-ups or automatic 30-day top-ups.

2. Absolutely. I've seen this sort of request many times over the years, I'm convinced many would welcome a debit payment option.

3. I wouldn't say difficult, I live near the downtown core. I'm thinking of people that might have to drive an hour or two just to get to a retail partner or Koodo outlet that sells vouchers and how much easier this would make their lives if payment by debit were offered.

4. Add the ability to register a debit card for anytime one-time top-ups or automatic 30-day top-ups, similar to that of credit card holders.
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Brandon

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Hi Rikkster,

I agree completely with your assessment that it could be difficult for someone who doesn't live in a large city and wants to utilize a debit options. Scenarios like this are one of the barriers we would love to remove from Koodo Prepaid as it continues to develop.

Brandon
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Ray

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I top up with a credit card now, but I would switch to debit, PayPal or epost if these options were available. I have no difficulty using a credit card to top up, but I just have to remember to pay it!

Not everyone can or wants to use a credit card. Accepting debit for prepaid payments would make things easier, especially for those who can't easily buy prepaid vouchers.

I like prepaid because it's more flexible than a monthly plan. Most of the time I don't use a lot of data or voice minutes, but it's reassuring to have them when I need them (for example, during and after the ice storm when my home Internet service was out for a week).
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Budd

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I also am a Telus prepaid customer and most of the suggestions are already implemented with them. Shouldn't be too hard to implement their existing services.
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Brian

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1) Credit card -- very happy with the status quo.

2) No, never. (I personally like to get cash back by using my credit card.)

3) No, see #2.

4) As previously suggested: Allow multiple phones per prepaid account; and remove the 2-step requirement to add credit then add boosters.

Credit card/auto top up works 100% for me, and I'm completely happy with that.

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