September 23, 2018

But are they any Good?

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.

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Summary

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.

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.

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