Understanding consumer decision-making in telecommunications and IT can help us to determine what steps to take to facilitate better outcomes for consumers.

This is important for three particular reasons.

Primarily, there are many indicators that the market is not working for consumers and that they face challenges, detriment, and confusion as they decide what products to buy.

Secondly, communications technologies have become essential utilities, playing a central role in society, and constituting a significant financial commitment. It is, therefore, crucial that consumers make decisions that work for them.

Lastly, the policy backdrop to consumer protection in telecommunications is currently under scrutiny, and there is an opportunity to significantly improve outcomes for consumers.

Recognizing the complexity of decision-making, the research comprises several components. Woven together the layers of data provide a deeper understanding of consumer decision-making.

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