This is Ofcom’s ninth annual report on the consumer experience of telecoms, the internet, digital broadcasting and postal services. It discusses the results of our research programme,which measured how well consumers have fared over the past year in their use of these services.
This report has been published alongside Ofcom’s Consumer Experience Policy Evaluation, which considers the key findings and trends emerging from the research and uses these to assess the impact of Ofcom’s policy work and activities. This report focuses on the experience of residential consumers. Ofcom has recently published a SME Consumer Experience Research Repor, which measures usage of and attitudes towards communications services among SMEs across the UK.