CPRC’s discussion paper But are they any good? explores the role of service quality information in consumer decision-making and choice, the impact of information asymmetry and offers important insights for policymakers and businesses.
Key findings include that a lack of independent and trusted service quality information often results in:
With many initiatives now underway across all levels of government aimed at opening up data through smart city, digital transformation and data sharing and release strategies, this report highlights opportunities for policymakers and regulators to better empower consumers with simple, meaningful service quality data and information.
The publication of CPRC’s discussion paper coincides with the commencement of our partnership with RMIT’s Behavioural Business Lab. The research partnership will investigate the preferences of energy consumers and the opportunities to make meaningful service and quality information more broadly available, and is supported by the Department of Energy, Water, Land and Planning.