this issue>telecom & technology

NCL Finds Consumers Confused About Phone Bills
Satisfaction Comes With Choice

WASHINGTON, DC (July 22, 2005) A new study released by the National Consumers League finds that consumers are interested in bundled service packages of local, long distance, and wireless telephone service and high-speed Internet, but often find it hard to comparison shop. Advertisements for these services often fail to give them an accurate picture of what these services entail and the costs involved. Additionally, the study noted that 26% of respondents find their phone bills difficult to understand. The study, a survey of 1,000 adults conducted by market research firm Harris Interactive, found that consumers tend to be more satisfied with their telecommunications services when they feel that they have a choice of providers, including landline telephone, wireless, and Internet service. Cable television, for which few consumers have a choice of providers, rated lowest in terms of satisfaction with quality and value. The study also found that when consumers have the ability to switch providers for their telecommunications services, they take often take advantage of the opportunity. Three-quarters of those with long-distance service switched their long distance carriers (76%) and nearly half (45%) of those with local service have switched their local service providers, noted the study. Similarly, nearly half (47%) of those with wireless service said they had switched providers. According to the survey, consumers spend an average of $70 for telephone, $51 for television and $28 for Internet.

Source: Telecommunications Research and Action Center (trac.org)
NCL (nclnet.org)