The research background

1.1 Two years ago, Oftel published findings from mystery shopping research examining the advice that consumers were given about mobile number portability and SIM unlocking. The report can be found at http://www.oftel.gov.uk/publications/research/2001/myst0701.pdf.

1.2 Mobile number portability is a facility which allows mobile subscribers to keep their phone number when switching to another mobile provider.

1.3 When mobile customers switch network in many cases they are able to keep their existing handset. In some circumstances operators lock handsets so that they can only be used with a certain SIM card. There may be a charge to ‘unlock’ the handset so that it can be used with another supplier. Mobile operators’ policies vary on charging for SIM unlocking.

1.4 Oftel has now repeated this mystery shopping research to see whether the advice given to consumers by the mobile industry has improved. The research was conducted in February/ March this year on behalf of Oftel by Synovate. The report of the research findings has been prepared by Synovate and can be found at http://www.oftel.gov.uk/publications/research/2003/q13sim&porting0703.pdf

1.5 The report covers:

• advice given on possibility of number portability and SIM unlocking;
• advice given on charging for number portability and SIM unlocking;
• advice given on process times;
• information received on phone usage during the processes; and
• who the consumer was told to contact to initiate the process.

Mobile number portability

1.6 Oftel is pleased that the advice given to consumers by the industry about mobile number portability has improved. The latest mystery shopping research showed some significant improvements in advice, notably an increase in the proportion who were told that they could keep their number when changing provider – 9 in 10 were correctly told that this was possible in March 2003, up from 7 in 10 (69%) in March 2001.

1.7 Despite this, there is still considerable room for improvement. Only a third (32%) of mystery shoppers were given correct advice about number portability all of the way through their enquiry.

SIM unlocking

1.8 There has been an overall improvement in advice given to consumers on SIM unlocking. The mystery shopping research in March 2003 found that in just under 6 in 10 (57%) cases correct advice was given on whether SIM unlocking was possible. This was a significant improvement from March 2001, when 40% were given the correct advice - being advised incorrectly on this issue is likely to represent the biggest deterrent to unlocking.

1.9 Again, despite this encouraging finding there is still room for improvement. Only 6% of mystery shoppers were given correct advice all the way through their enquiry – similar to the proportion given correct advice all the way through in March 2001.

Conclusion

1.10 The improvements in advice given on mobile number portability and SIM unlocking are encouraging. However the results clearly show that the mobile industry has much to do in terms of raising the standard of advice it provides to consumers. Oftel would encourage the mobile industry to build upon the improvements made over the last couple of years and will be watching developments closely.