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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