Ofcom is planning to reduce the frequency of some of its tracker surveys that give the regulator insight into consumer behaviour and attitudes.
The tracker surveys feed into a variety of Ofcom publications and projects.
Cross-Platform Media Tracker fieldwork, a biannual survey about watching programmes and films, listening to radio, and the quality of these services, is now currently underway.
Ofcom runs three Comparing Customer Service (CCS) trackers – the Customer Satisfaction Tracker, the Reason to Complain Tracker and the Complaints Handling Tracker. They provide it with data about customer satisfaction levels and satisfaction with complaints handling processes across the residential landline, mobile, fixed broadband and pay-TV services, and how these compare by provider and over time.
Ofcom’s proposal is to reduce three CCS tracker surveys to every other year. Having conducted fieldwork for the surveys in 2022, the regulator is planning to move to biennial waves of fieldwork from 2024.
The regulator is seeking comments before 27 July 2023.
