UK: The consumer experience of telecoms, internet and broadcasting services

Ofcom has published research which evaluates the experience of UK consumers in telecoms, broadcasting and internet markets. Published alongside it is a policy evaluation document which uses the data to assess the impact of Ofcom’s regulation and the priorities it has set itself. The research, entitled ‘The Consumer Experience’, highlights many benefits from increased competition and new technologies, such as falling prices, increased customer satisfaction and a greater range of services. However, it also reveals concerns over the growing potential for consumer harm as communications markets become more complex.

The cost of a ‘basket’ of residential communications services has fallen; from £113.40 in 2001 to £76.20 four years later. Overall customer satisfaction remains high, between 88% and 93%, and in line with banking and energy markets. Consumers also enjoy more choice than ever before, with:

122 fixed-line providers and five mobile networks;
700 internet service providers;
354 television channels, of which 40 are broadcast on digital terrestrial television; and
337 analogue radio stations, of which 166 are simulcast on digital radio with a further fifty exclusively broadcast via DAB.

The Consumer Experience - Research Report 16/11/06
The Consumer Experience - Policy Evaluation 16/11/06