Research and reports

Paving the Way to Inclusivity

July 2024

We’re excited to launch our new research by Magenta – commissioned in collaboration with Ofcom - which invites more inclusivity in the way market research is conducted.

Analogue to digital telephony: Migration to VoIP: evidencing consumers’ use of landlines and awareness of the migration

June 2024

To follow on from our previous research studies (in September 2022 and May 2023), our most recent quantitative research helps to deepen our understanding of how the digital switchover has impacted UK landline consumers.

Social Tariffs: keeping people connected when money is tight

January 2024

The Communications Consumer Panel commissioned research to better understand the experiences of communications consumers who qualify for social tariffs.

The Struggle for Fairness: the experience of consumers, citizens and micro-businesses in remote and rural locations in the UK

July 2023

The Communications Consumer Panel commissioned research to further understand the issues facing people living in rural and remote areas across the UK using communications services.

Switching from analogue to digital telephony: listening to the needs of landline consumers

May 2023

Our latest quantitative research deepens our understanding of the needs of landline consumers across the UK to help inform the digital switchover.

Exploring the experiences of postal users in Northern Ireland

November 2022

Our quantitative research explores Northern Ireland consumers' experiences of the parcel service since the EU Exit.

Switching from analogue to digital telephony: Listening to the needs of landline telephony consumers

September 2022

We undertook an extensive survey to further understand the impacts of the digital switchover on citizens, consumers and micro-businesses and look more deeply into the issues we found in our qualitative research on people's understanding and awareness of the digital switchover.

Embedding and demonstrating excellent customer experience: best practice across UK regulated sectors

August 2022

We commissioned Robert Hammond- a consultant with more than 22 years’ experience in in the field of consumer, social and public policy to write a think piece on embedding and demonstrating excellent customer experience. To deep dive into what consumers were after and best practice across UK regulated sectors in terms of customer experiences.

Our think-piece on making communications services inclusive and accessible for all consumers

November 2021

We commissioned Graeme Whippy MBE - a disability and inclusion expert - to write a think-piece on making communications services inclusive and accessible, which includes tips on how communications providers can take action to improve customers’ experiences

Are the communications needs of residents in care homes being met?

October 2021

We sought to understand the degree to which residents’ communications needs are being met and whether communication services are available, reliable, affordable, flexible and secure within residential care settings.

Getting 'up to speed' while staying at home - UK consumers' digital connectivity challenges during 'lockdown'

August 2021

Through our research, we sought to further understand and hear directly from consumers, citizens and micro-businesses the barriers to digital connectivity that they were facing as they tried to use the internet in new ways during lockdowns, the problems that connectivity was able to solve and the impacts that insufficient connectivity was having.

Switchover from analogue to digital telephony: UK consumer and micro-business reactions

August 2021

Our report considers the potential impacts of the migration on customers who have additional requirements and may still be reliant on PSTN for certain services .

Are parcels services delivering what we need in 2021?

July 2021

Our new independent research looked into the parcel service experiences of a group of consumers, citizens and micro businesses during the pandemic.

Contacting your provider during the pandemic - what can we do when we can't get through?

May 2021

Our independent research reveals the impact on consumers of not being able to contact their communications provider using their preferred channel of communication, during the pandemic.

Strengthening the consumer voice in the communications sector

February 2021

Our report highlights the impacts of the Panel's initiatives through regular engagement, with the regulator, industry and a range of consumer-focused organisations.

Scammed! Exploited and afraid. What more can be done to protect communications consumers from the harm caused by scams?

December 2020

We commissioned research to understand more about the way scams take place across communications networks and the consumer impacts - both financial and emotional.

Don't cut me off! The customer service experiences of communications consumers living in low income households in the UK

January 2020

Our research gained a deeper insight into the issues facing financially vulnerable consumers in the communications market.

Still Going Round in Circles: complaints handling in telecoms

July 2018

Our research examines communications providers' handling of complaints to see what progress has been made since the Panel's last research in this area.

Access to broadcast and on-demand content: Time to Catch Up!

October 2017

Our report looks at the availability, awareness and use of access services - defined as subtitling, sign language and audio description - for television services in the UK. 

Digital Footprints: consumer perceptions of security and privacy of their online data

November 2016

We wanted to understand whether consumers online were aware of the 'digital footprint' they were leaving and whether they knew how to protect their personal data.