PSA publishes research on consumer experiences of and expectations for refunds

Aug 29th '19

The Phone-paid Services Authority  (PSA) has published research from market research agency Futuresight. The research looked at attitudes and experiences of refunds for phone-paid services and was conducted using a mixture of quantitative and qualitative methods.

The key findings were:

  • The main reason for consumers seeking a refund for a phone-paid service is because charges were unexpected.
  • For non-phone-paid services, consumers are more likely to seek a refund because they were unhappy with the product or service.
  • Generally, consumers were more confident of receiving a refund from a company they had knowingly engaged with, rather than one from whom they had received unexpected charges.
  • Consumers would like choice. Consumers of phone-paid services would either like to choose freely how they are refunded or be refunded in the same way that they were charged.

The PSA will be convening a workshop with industry stakeholders to discuss improvements to refunds provision in the market. Details will follow in the near future.

Source: PSA