Public service managers about to invest in new telecoms services for customers could pick up some useful hints on consumer attitudes in newresearch from OFTEL.
The survey of over 1000 business and residential customers and 26 telecoms companies set out to find how many customers knew about or used new services like call waiting, the Internet and voice mail.
The results show that even though many customers are aware of new services, as yet few are taking advantage of them. For example, 84% of residential customers are aware that call waiting services exist, but only 16% use them.
David Edmonds, Director General of Telecommunications said, “This research will help OFTEL, telecoms operators and consumers understand how the UK market is developing. For example, are customers getting the new innovative services they want and, in some cases, need?”
Among the services checked out with consumers were: Call waiting, Call diversion, 3-way calling, ISDN, Internet and Intranet services, Voice mail, Freephone and Local & National rate numbers
The report, Advanced telecoms services: Awareness, take up and availability in the UK, can be found on OFTEL’s Web Site at http://www.oftel.gov.uk. Printed copies are available from NERA Library, (tel 0171 629 6787, fax 0171 493 5937).