Why is Ofcom is not planning to repeat mystery shopping in future?
The aim of the research was to track the development of a new market in its early stages and to provide information for consumers on accuracy and price. Ofcom and ICSTIS have tracked the results of the most recent research against previous research reports. This shows that the UK market for 118 directory enquiries is stabilising, with both accuracy and satisfaction showing improvements over time. Ofcom is currently consulting on its wider approach to the provision of consumer information as part of its Consumer Policy Review. This work will assess how consumers access reliable and useful data to inform their choices in different telecoms markets including 118 directory enquiries. See more information at: http://www.ofcom.org.uk/consult/condocs/ocp/ Ofcom will continue to monitor prices and complaints as well as consumer opinion, and will take action where this is appropriate and proportionate.
