Customer care and complaint handling research

30 July 2017

The Phone-paid Services Authority (PSA) has published research, commissioned from Futuresight, into customer care and complaint handling in the phone-paid services market, and assesses how complaint handling can be improved to meet consumers’ expectations.

The research found billshock is the main trigger for people to make a complaint, and that around half of complainants report a satisfactory resolution to their complaint. The research also found variances in the effort and success rate of complaints according to the issue raised.

The findings will be used to improve post-purchase experience for users of phone-paid services.

A summary of the report and further information is available in the PSA’s blog post here. The full report is available here.

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