Why Trust Is Important When You’re Buying a Phone Plan

Trusts in buying phone plan

Never before in the history of sales or marketing has the average consumer held this much power. With mobile tech and social media at our disposal, voicing concerns and influencing the decisions of others has become simple. No customer will buy from a brand without trust, and Australians are one-step ahead. According to the 2018 Customer Experience Excellence Report, integrity is one of the main drivers of advocacy in the Australian market. Trust and integrity are central to creating an enriched customer experience.

Why is trust given so much weight?

“Trust is the easiest thing in the world to lose, and the hardest thing in the world to get back.” – R. Williams

Trust is more important than ever before, but the mechanism to build it has changed dramatically over the years. Trust is given more weight while buying a phone plan because it’s something companies have to earn. Once the service provider has gained trust, it helps ensure a long-term commitment.

That being said, there are many areas where trust is not being given to telcos by customers. In 2015-2016, the Telecommunication Ombudsman received 28.8% more customer complaints about their mobile service provider. There is clearly a great deal of room for improvement.

Australians do not trust their telco companies either because of poor billing or lack of customer service. Building trust with the customers is essential to remain in the competition.


Why trust is essential while buying a phone plan

Building trust takes time, and it takes a lot of hard work. But, it’s doable. Unless a customer trusts the speed of internet or knows that calls won’t drop out in phone plan, they’re less likely to deal with the brand.

When it comes to trust, phone plan companies need to take great care because without customer trusting maintaining a loyal fan base is next to impossible.


Concerto marketing group released a study that revealed 83% customers recommend a brand they trust, and 82% of customers continue to use that brand for a lengthy period. When the customers trust their phone plan, they’re more likely to remain loyal and giving the companies a chance to pass on their profit either in the form of cheap data or low-cost phone plans.

Mobile service providers need to build trust to create an army of loyal customers. 16 attributes help in building trust with a customer.


The technology-driven customer is cynical and is curious to know whether their mobile service provider is trustworthy. Every interaction of the brand with the customer should align with the values and integrity for the customer to start building trust.

In short, customers who trust a brand are likely to become a brand advocate which helps in increasing the fan base. Today, without trust in doing business and fulfilling the customer requirement is difficult. With so many options available in the market, consumers are giving attention to the integrity of the phone plans and to their mobile service provider.

Neil Aitken

Having worked in 3 countries for 4 telcos on both voice and data products, Neil is in a position to give you the inside track. Get beyond the marketing messages to the best plan for you.