“Bill Shock” occurs when a customer receives a bill that is both unexpected and significantly higher than their normal bill.

The problem is common in data services (particularly while roaming) as it is difficult for customers to judge how much data they are consuming, and manage the resulting costs.

Importantly – bill shock is most prevalent with business users as they are more likely
to use roaming facilities and the end users do not see the resulting bills.

Typical reactions to Bill Shock

25% - Change tariff
16% - Migrate to a different supplier
30% - Reduce data usage when abroad
7% - Stop using data when abroad
30% - Complain to network supplier