Why is it that new customers who don’t have any service with Plusnet are rewarded with incentives such as 12 months half price broadband = new customers only, but what reward is there for existing customers who have much service and loyalty. Increasing Plusnet's customer base is important but what's being done to retain existing customers to stop them shopping around and switching to another ISP and becoming new customers? These new customers will probably leave Plusnet after 12 months to take up another ISP's discounted introductory price leaving the existing customers to pay for lost profit by way of increased future prices and feeling aggrieved and neglected.
For existing customers Plusnet should consider loyalty bonuses such as increased download allowances or reduced monthly prices or deleting the mandatory transfer of home phone to avoid the fibre installation fee? The referral scheme isn’t a loyalty bonus as the existing member has to do all the work in getting the new customer who’ll possibly get the half price introductory offer whereas the existing customer gets 25 pence which the new customer can also get if they refer someone too. True loyalty bonus would require a minimum membership period of at least 12 months and increasing with membership similar to No Claims Discount for cars. Having to phone Plusnet Options Team to try and negotiate a better deal or threaten to leave as people do with Sky TV or Virgin Media, isn’t acceptable as it creates constant unrest. Loyalty bonuses would also make exisiting customers less willing to switch to another ISP as their loyalty package could be difficult to duplicate.
