By continuing to browse our site, you are consenting to the use of cookies.
Click here for more information on the cookies we use. Hide

Quick Links

The PSA publishes research into customer care and complaint handling

4 July 2017

Today we have published research into customer care and complaint handling across the phone-paid services market.

Futuresight, were commissioned to undertake the research, with the aim:

  • to understand consumer experiences of customer care and complaint handling, and

  • to draw conclusions from the consumer perspective that help us and the industry to improve the effectiveness of customer care and complaint handling.

The findings will be used to improve post-purchase experience for users of phone-paid services.

The findings show consumer experiences vary considerably by sector and show:

  • Billshock is the main trigger for people to make a complaint.

  • Around half of complainants report a satisfactory resolution to their complaint.

  • For text donation and broadcast voting, complainants’ needed less effort to complain and success in resolving complaints tended to higher.

  • In contrast, for premium SMS and operator billing, more effort was needed to complain and success in resolving complaints tended to be lower.

A summary of the report and further information about the work that we are undertaking is available in our blog post here.

The full report is available here