Going Round in Circles? The consumer experience of dealing with problems with communications services Bookmark and Share Button

24 October 2013

The Communications Consumer Panel has today urged the communications industry to raise the level of customer service it offers, based on the findings of new research into the consumer experience of dealing with problems with communications services.

Following a review of both existing quantitative studies and new independent qualitative research, the Panel has published its report ‘Going round in circles? The consumer experience of dealing with problems with communications services. Panel Chair, Jo Connell said; “Our research highlights that some consumers are suffering in silence while for others, the negative experience of contacting their provider – the time taken to resolve a complaint, the number of contacts required and the sheer level of persistence demanded to reach a solution – made the whole situation worse. This is simply unacceptable. That’s why we’re urging communications providers to provide better support for those consumers who are experiencing problems. We’d like to see providers review their processes and give consumers better, clearer information about service expectations. We’d urge providers to improve the customer contact experience through strengthening call centre staff training and achieving recognised accreditation.”

Research

The Panel commissioned independent qualitative research from Ipsos MORI with participants across the UK who had experienced a problem with their communications service. The Panel wanted to understand why some people who had cause to contact their suppliers about an issue did not do so, as well as explore the experiences of those who had contacted their supplier to try and resolve an issue.

Read more about the report here

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