Mystery shopping: Information on telecommunications services for disabled consumers

28 January 2015

Ofcom commissioned bdrc continental in 2014 to carry out a mystery shopping research to monitor what advice is being provided to new or prospective customers by telecommunications providers in relation to:

  • sight impairments;
  • hearing impairments; and
  • cognitive and long-term health issues.

A separate website audit of the providers’ websites was also carried out.

Full report

Mystery Shopping: Information on telecommunications services for disabled consumers (PDF, 2.2 MB)
By BDRC Continental