■■ Has the product relied on a zero, low upfront or fixed charges, but has high per usage charges? ■■ Are there features or add-ons that customers pay for as part of this product that are not used by the majority of customers and clients? ■■ Have there been any temporary or short term promotions or offers? ■■ Are there introductory offers or fees? Governance and reporting Governance around product review has been strengthened.