The Voluntary Code of Practice on Broadband Speeds (‘the Code’), which was revised in July 2010 following previous mystery shopping in 2009 and came into effect in July 2011, requires internet service providers (“ISPs”) who are signatories to make clear and accurate information on the broadband services available to consumers at the point of sale. As part of Ofcom’s monitoring of compliance with the Code, we commissioned market research agency GfK to conduct mystery shopping which took place between March and May 2013 to assess compliance through ISPs’ sales processes, both online and over the phone. The full research report from GfK is attached as an Annex, and we outline below the key findings of the report and Ofcom’s planned next steps.
GfK Mystery Shopping (PDF, 884.5 KB)
Written by: Richard Recarey, Account Manager, GfK NOP