Feeds

UK DQ use slides

Service improves and costs fall, apparently

  • alert
  • submit to reddit

Combat fraud and increase customer satisfaction

Fewer people in the UK are using directory enquiries (DQ) since the old "192" service was deregulated and opened up to competition last August.

While three in five punters said their use of DQ services has remained unchanged, a quarter said they didn't use the service as often as they use to. One in ten said they no longer used the service at all.

According to research published today by industry regulator Ofcom, half of consumers who have given DQ services the elbow said they were put off by "perceptions" of higher costs and iffy service.

Instead, these people have opted to use phone books or the Net to look-up numbers.

The findings, contained in Ofcom's latest investigation of the UK's DQ sector, support other industry stats which show that people simply aren't making the same amount of calls as they use to.

Despite this, the research found that the information being dished out by DQ operators is getting better and that competition is beginning - only beginning, mind - to drive down prices.

For instance, 87 per cent of all numbers requested were accurate and 99 per cent of all calls were answered first time. But while half of those services tested charged less than 40p for the call (that's what BT's 192 DQ service used to cost) half were more expensive.

Keen to keep an eye on the fledgling sector, Ofcom said: "There is evidence that many consumers remain unsure about some aspects of the new market. Although it is likely that public understanding will continue to grow as the market matures, Ofcom will continue to monitor development closely." ®

Related stories

UK's 118 DQ services get better
The Number & BT in DQ supremacy spat
David Bedford upstages 118 Runners relaunch
BT in 118 500 price hike

Combat fraud and increase customer satisfaction

More from The Register

next story
Virgin Media so, so SORRY for turning spam fire-hose on its punters
Hundreds of emails flood inboxes thanks to gaffe
A black box for your SUITCASE: Now your lost luggage can phone home – quite literally
Breakfast in London, lunch in NYC, and your clothes in Peru
AT&T threatens to pull out of FCC wireless auctions over purchase limits
Company wants ability to buy more spectrum space in auction
Turnbull leaves Australia's broadband blackspots in the dark
New Statement of Expectations to NBN Co offers get-out clauses for blackspot builds
Facebook claims 100 MEEELLION active users in India
Who needs China when you've got the next billion in your sights?
Facebook splats in-app chat, whacks brats into crack yakety-yak app
Jibber-jabbering addicts turfed out just as Zuck warned
Google looks to LTE and Wi-Fi to help it lube YouTube tubes
Bandwidth hogger needs tube embiggenment if it's to succeed
prev story

Whitepapers

Securing web applications made simple and scalable
In this whitepaper learn how automated security testing can provide a simple and scalable way to protect your web applications.
3 Big data security analytics techniques
Applying these Big Data security analytics techniques can help you make your business safer by detecting attacks early, before significant damage is done.
The benefits of software based PBX
Why you should break free from your proprietary PBX and how to leverage your existing server hardware.
Top three mobile application threats
Learn about three of the top mobile application security threats facing businesses today and recommendations on how to mitigate the risk.
Combat fraud and increase customer satisfaction
Based on their experience using HP ArcSight Enterprise Security Manager for IT security operations, Finansbank moved to HP ArcSight ESM for fraud management.