We regularly commission research into a wide range of trends and markets relating to the phone-paid services industry. We look at both consumer behaviour and the direction of the market. Below are our latest pieces of research.
This research focuses on Type 1 call connection services. However, the conclusions and recommendations may have utility for all ICSS,2 and more broadly for phone-paid services. The research was conducted in summer 2017, and used eye-tracking and online survey methods to consider, first, how consumers respond to search results containing ICSS and, second, how consumers respond to ICSS websites.
The Annual Market Review is our independent view of the phone-paid services market, conducted for us by Mobilesquared. The review takes an in depth look at the phone-paid services market and its component parts. The review should interest anyone requiring an overview of the state of the phone-paid services market.
We commissioned Futuresight to undertake this research 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.
In June 2016 Craft concluded a commissioned study on online competition and adult premium rate services, exploring the consumer journeys from a consumers' perspective.
We commissioned mobilesquared to conduct the PRS Annual Market Review 2015. The review takes an in depth look at the PRS market and its component parts and assesses the outlook for both in 2016. The review should interest anyone who requires an independent view of the state of the PRS market.
The premium rate services market is changing. While some services are experiencing a challenging operating environment, services like giving, gaming and gambling are becoming increasingly prevalent in our market. As a regulator, we’ve been thinking about what these changes mean for consumers, particularly those that are vulnerable.
We commissioned mobilesquared to conduct the PRS Annual Market Review 2014. The review takes an in depth look at the PRS market and its component parts and assesses the outlook for both in 2015. The review should interest anyone who requires an independent view of the state of the PRS market.
In addition to the requirement for a general understanding of how consumers would engage with the PRS-based model, PhonepayPlus wanted to understand consumers' understanding of specific elements of the consumer credit service. This included an exploration of consumers' contextual understanding of the purpose of the second call to the PRS-based consumer credit service, expectations of getting an earlier decision on loan applications and overall perceived value of the second call.
PhonepayPlus commissioned a study from Deloitte looking at the short and medium-term outlook for premium rate services in a changing market, to understand better the trajectory of the market and, with UK consumers forecast to spend c. £14 billion on digital content in 2019, in particular to identify whether this provided the potential for growth, the scenarios for how that growth might evolve and what the enablers of and barriers to that growth might be.
We often hear from the consumers who get in touch with us that they have had difficulty getting information about their premium rate services (PRS) and resolving issues they have had with their bill. We commissioned this research in order to really understand the issues and then assist us with improving the consumer experience.
PhonepayPlus' responsibilities include setting the maximum amount that PRS users can spend on a call. Currently this limit is set at £30.65. Ofcom regulates the cap on the price per minute that service providers can charge; this is currently set at £1.53, but Ofcom has recently decided to increase this to £3.60. PhonepayPlus is reviewing overall spend limits. To support this process, PhonepayPlus asked Analysys Mason to research spending caps specifically in connection with „live‟ PRSs.
For services aimed at children there is currently a limit of £3.07 for one-off purchases. PhoneplayPlus was reviewing this limit as well as assessing the need for a possible cumulative monthly spend limit. It commissioned Analysys Mason to assess survey evidence in support of this process.
If you would like to access previous pieces of research please visit the Research Archive.
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