Our cookies

We use cookies, which are small text files, to improve your experience on our website.
You can allow all or manage them individually.

Manage cookies Allow all

Our cookies

Allow all

We use cookies, which are small text files, to improve your experience on our website. You can allow all or manage them individually.

You can find out more on our cookie page at any time.

EssentialThese cookies are needed for essential functions such as logging in and making payments. Standard cookies can’t be switched off and they don’t store any of your information.
AnalyticsThese cookies help us collect information such as how many people are using our site or which pages are popular to help us improve customer experience. Switching off these cookies will reduce our ability to gather information to improve the experience.
FunctionalThese cookies are related to features that make your experience better. They enable basic functions such as social media sharing. Switching off these cookies will mean that areas of our website can’t work properly.

Save preferences

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.

Categories:

If you have any difficulties accessing content on this page, please email us at contact@communicationsconsumerpanel.org.uk