PSA publishes research on consumer experiences of and expectations for refunds
Futuresight and PSA research into consumer attitudes to refunds
The PSA has published research from market research agency . The research looked at attitudes and experiences of refunds for phone-paid services and was conducted using a mixture of quantitative and qualitative methods.
The key findings were:
- The main reason for consumers seeking a refund for a phone-paid service is because charges were unexpected.
- For non-phone-paid services, consumers are more likely to seek a refund because they were unhappy with the product or service.
- Generally, consumers were more confident of receiving a refund from a company they had knowingly engaged with, rather than one from whom they had received unexpected charges.
- Consumers would like choice. Consumers of phone-paid services would either like to choose freely how they are refunded or be refunded in the same way that they were charged.
We will be convening a workshop with industry stakeholders to discuss improvements to refunds provision in the market. Details will follow in the near future.