23 March 2015

UK report on consumer problems in the mobile phone market

Be the first to share
Media
Business
Services
Social Issues

Calling the shots? is the title of a new Citizens Advice Bureau report that analyses consumer problems in the mobile phone market and explores opportunities for stronger consumer protections.

From the executive summary:

“The mobile phone market has transformed in the past 30 years as mobiles have evolved from a niche product into an essential part of everyday life. Ninety five per cent of households now have a mobile phone and take-up is 99 per cent among young adults.1 In basic respects the UK’s mobile phone market is functioning well: prices have fallen and innovation is booming as mobile technologies become more advanced. These trends are welcome but too many consumers still come to us with problems related to mobile phones; 21,500 did so last year alone. In this report we therefore explore opportunities for stronger protections in the mobile market. […]”

“Telecoms as a whole now ranks fourth in the consumer issues we see,outranked only by second hand cars, building repairs and energy. In order to understand more fully what might be causing these problems we have conducted an in-depth analysis of a sample of 500 cases. This has identified four key issues:

  • 39 per cent of our cases relate to f​aulty mobile phones​ and in particular to confusion over who is responsible when a mobile breaks. We see widespread uncertainty over how responsibilities divide between independent mobile retailers and mobile networks.
  • 17 per cent of the cases relate to s​tandards of service and contract exit terms. Typically these clients receive no or poor signal despite checking coverage maps and then struggle to escape their contract without large exit fees. These cases 5 often come down to ill-defined or unreasonable minimum standards of service.
  • 16 per cent of the sample related to m​isleading sales practices. T​hese are people who have received inaccurate information about the nature, cost or quality of the service at point of sale
  • 12 per cent of the issues related to b​illing disputes.​ These callers have often been hit without warning by a sky high bill, some as high as £3,000. This includes cases of mobile phone theft in which our clients have been hit by bills up to £23,000 to cover costs incurred by a mobile phone thief.

Be the first to share
16 February 2019
[Book] The Next Billion Users: Digital Life Beyond the West
The Next Billion Users: Digital Life Beyond the West by Payal Arora Harvard University Press, 2019 280 pages A digital anthropologist examines the online lives of millions of people in China, India, Brazil, and across the Middle East—home to …
11 January 2019
[Book] Left to Our Own Devices
Left to Our Own Devices: Outsmarting Smart Technology to Reclaim Our Relationships, Health, and Focus Margaret E. Morris MIT Press, 2018 192 pages Unexpected ways that individuals adapt technology to reclaim what matters to them, from working through conflict …
1 October 2018
[Book] Left to Our Own Devices
Left to Our Own Devices: Outsmarting Smart Technology to Reclaim Our Relationships, Health, and Focus By Margaret E. Morris MIT Press, November 2018, 192 pages Unexpected ways that individuals adapt technology to reclaim what matters to them, from …
19 June 2018
UX and Service Design for Connected Products
UX and Service Design for Connected Products by Claire Rowland Digital Catapult, 2018, 36 pages (via IoT.uk) There are a huge variety of applications in IoT spanning connected products and hardware enabled services. Consumer products such as home lighting …
25 April 2018
Ambient contextuality, the next big game-changer in technology interface
Jim Hunter, chief scientist and technology evangelist at Greenwave Systems, predicts in TechCrunch that the next big game-changer in technology interface is ambient contextuality. "Ambient contextuality hinges on the idea that there is information hidden all …
18 April 2018
[Book] The Qualified Self
The Qualified Self: Social Media and the Accounting of Everyday Life by Lee Humphreys MIT Press May 2018, 179 pages How sharing the mundane details of daily life did not start with Facebook, Twitter, and YouTube but with pocket …
31 May 2017
A cultural approach to wearables (and the design opportunities it provides)
In January of this year, Sakari Tamminen and Elisabet Holmgren of the Finnish/USA innovation agency Gemic, published a paper on EPIC entitled "The Anthropology of Wearables: The Self, The Social, and the Autobiographical". A wide …
20 January 2016
Forrester Research: Mobile marketing companies lack ethnographic capabilities
In June 2015, Google commissioned Forrester Consulting to evaluate how prepared mobile marketers are to deliver to consumers during quick mobile "moments" - i.e. — instances when they reflexively turn to their devices to act …

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

5 July 2019
Experientia on addressing vaccine hesitancy

Vaccine hesitancy is a top10 global health threat. Dealing with it successfully requires understanding it as a behaviour and generating a holistic view of people’s perspectives & ecosystems. This way we can identify the best opportunities for intervention. Here is Experientia’s position on vaccine hesitancy and our tailor-made support for the vaccine industry.

2 May 2019
MacArthur Foundation’s “100&Change” competition now calling for applications

100&Change is a MacArthur Foundation competition for a $100 million grant to fund a single proposal that will make measurable progress toward solving a significant problem. 100&Change will select a bold proposal that promises real progress toward solving a critical problem of our time. And it will award a $100 million grant to help make […]

19 March 2019
Interested in a career with us?

Then we are interested in hearing from you. We have several positions available for talented UX/UI and service designers who are passionate about creating world-class user experiences. Please see the job descriptions on our website for more information, and send us your CV with a cover letter statement about yourself, your experience, and what UX […]

22 December 2018
Our very best wishes for 2019! / Auguri da Experientia!
4 October 2018
Bringing​ ​patients into focus at the Roche Innovation Summit

Experientia is proud to have been a key participant at the Roche Innovation Summit, held at Roche headquarters in Basel Switzerland on 19 June 2018. Themed “​Transforming the Healthcare Experience Together​”, the summit aimed to galvanize the Roche community around the future transformation of healthcare and diagnostics. With 800 attendees from Roche and Genentech global […]

13 June 2018
Invito: DesAlps design thinking workshop per la tua startup

Hai una startup? Hai mai pensato ai benefici che potrebbe trarre dal Design Thinking? Questa è l’opportunità per scoprirlo! DesAlps Workshop #2: Il Design Thinking per la tua startup! Giovedì 28 giugno 2018 – dalle 9:30 alle 17:00 @ I3P | Corso Castelfidardo 30/a, Torino —– Nell’ambito del progetto europeo DesAlps, un team di esperti […]

See all articles