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Consumer research

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THE IMPACT OF THE SPENDING CAPS REVIEW ON CUSTOMERS OF PREMIUM RATE SERVICES (February 2014)

Research conducted by Analysis Mason on behalf of PhonepayPlus as part of the review of the Code of Practice (12th Edition)

THE IMPACT OF THE SPENDING CAPS REVIEW ON PREMIUM RATE SERVICES AIMED AT CHILDREN (February 2014)

Research conducted by Analysis Mason on behalf of PhonepayPlus as part of the review of the Code of Practice (12th Edition)

UNDERSTANDING CONSUMER JOURNEYS (February 2014)

A review of the consumer journey in PRS and micropayment market.

CONSUMER ENGAGEMENT WITH PRS 2012-2013 (November 2013)

A review of how consumers have used PRS and other payments in 2012-2013

INFORMATION, CONNECTION AND SIGNPOSTING SERVICES (ICSS) (February 2013)

Findings of a survey by Jigsaw Research on behalf of PhonepayPlus, conducted to understand the consumer experience of ICSS and quantify the user and public perception of these services.

CHARITABLE DONATIONS BY PREMIUM RATE (December 2012)

Findings of a report into the consumer and industry attitudes and experiences of charitable giving completed by Thinktank on behalf of PhonepayPlus.

ONLINE GAMING AND PAYMENT PLATFORMS (April 2012)

Findings following a survey conducted by Jigsaw Research on behalf of PhonepayPlus amongst adults and children who pay to play games online.

THE CONSUMER EXPERIENCE OF PREMIUM RATE SERVICES (November 2010)

This report summarises findings of PhonepayPlus' commissioned research into the consumer experience of PRS. For more detailed information please view the individual report documents listed below.

CONSUMERS’ UNDERSTANDING OF MT-BILLED SERVICES (July 2010)

This research, conducted by Recom on behalf of PhonepayPlus aims at gaining a better understanding of consumers’ level of comprehension of types of premium rate services which use an MT-billing payment mechanism.

CODE 12: THE VIEW FROM CONSUMERS (June 2010)

This research shows that consumers back PhonepayPlus’ proposed new Code of Practice for the regulation of premium rate telephony services (PRS).

Findings from in-depth interviews with consumers carried out by Thinktank on behalf of PhonepayPlus show that consumers welcome the flexible, principles-based regulation suggested in the proposed Code of Practice. Across the board consumers were pleased and reassured that the PRS industry is regulated. At the same time consumers did not want ‘nanny-ish’ regulation that limited consumer choice.

CONSUMER VULNERABILITY AND PREMIUM RATE SERVICES (May 2010)

This paper, prepared by Stephen Locke, sets out a framework for the assessment of consumer vulnerability and contains recommendations for PhonepayPlus’ work with consumers.

CURRENT & FUTURE MARKET FOR PREMIUM RATE SERVICES (March 2010)

This PhonepayPlus market review of the premium rate service market contains key consumer research stating that in 2009 and 2010, consumer confidence was on the rise.

NEW 0871-BASED PHONE SERVICES RESEARCH (June 2009)

This research released by PhonepayPlus reveals that there is a lack of understanding around charges for 087 numbers amongst consumers, and supports the introduction of new regulation to boost consumer confidence. From 1 August, providers of 087 services (numbers beginning 0871, 2, and 3, but excluding 0870) must comply with new rules set out by PhonepayPlus.

CUSTOMER JOURNEY STAGE 1: MAPPING THE JOURNEY AND RE-ENGAGEMENT (April 2009)

This research by Recom on behalf of PhonepayPlus examines customer experience and aims to identify the likelihood of re-engagement with premium rate services in general following a complaint about a specific service. The first of a two-part report, this section looks at understanding patterns in the consumer journey.

CUSTOMER JOURNEY STAGE 2: WHAT HAPPENED TO CUSTOMERS WHO COMPLAINED ABOUT A PRS? (June 2009)

This research by Recom on behalf of PhonepayPlus examines customer experience and aims to identify the likelihood of re-engagement with premium rate services in general following a complaint about a specific service. The second of a two-part report, this section looks at the re-engagement with premium rate services of those who had complained to PhonepayPlus.

PREMIUM RATE SERVICES CONSUMER RESEARCH (July 2008)

This research, commissioned by PhonepayPlus and conducted by Recom aims to identify what is misleading for consumers or what may cause consumer confusion. Particularly, this research looks at the promotion of premium rate services.

MOBILE PHONE-PAID SERVICES AND THEIR MARKETING (July 2008)

In July 2008 PhonepayPlus published a report based on the findings of research conducted by TNS and Milwood Hargrave into mobile premium rate services. Based on the findings, the report contains proposals and PhonepayPlus opened a consultation calling for responses to these proposals.

NEW RESEARCH EXPLORES USAGE OF PHONE-PAID SERVICES (February 2008)

PhonepayPlus research showing the effect of new technology and changing consumer demand on the UK phone-paid services industry - a mature, sophisticated market, which generated £1.08 billion in revenues in 2007.