Discussion paper: But are they any good?

But are they any good? Front cover

In a range of service industries, consumers often encounter poor service including unexpected service outages, inexplicable fees and charges, transfer issues, billing errors, and long wait times to speak to unhelpful customer service. Repeated instances of poor customer service are not only frustrating, but also results in costs well exceeding the purchase price and eroding trust in providers.

CPRC’s new 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.

Download our discussion paper here.

Research Areas
Consumer Policy Research Centre

The Home

Consumer Policy Research Centre

Living Online

Consumer Policy Research Centre

CPRC Annual Consumer Index

Consumer Policy Research Centre

Making Consumer Decisions Easier & Fairer

Consumer Policy Research Centre

When Things Go Wrong