One third of customers get wrong information from 118 services

Research into the new 118 directory inquiry services has found that just over one third of calls resulted in incorrect information being passed on to the customer, it has been revealed today.

Oftel and ICSTIS, who published the results of their first joint research into the new 118 directory enquiry services, found that only 62% of all requests resulted in the correct information being provided.

The research, which included one of the largest mystery shopping surveys of directory enquiry services yet undertaken, found that when complaints were made about inaccurate information being provided, eight out of 10 complainants were offered a refund.

Peter Waller, Deputy Director General of Telecommunications, said: "For the first time, consumers have a choice of service providers for directory enquiry information. There are different services competing on cost, reliability and range of facilities."

Paul Whiteing, ICSTIS’ Deputy Director added: "ICSTIS’ role is to ensure that all advertisements for these services contain clear and accurate pricing information and that consumers get the service promised to them.

"At this stage, the overall level of performance of directory enquiry service providers is not as good as it could be especially in relation to levels of accuracy. Oftel and ICSTIS will discuss with the industry what can be done to improve overall performance.

"I hope that this research will act as a spur to individual companies to improve the accuracy of their services. Those that don’t risk losing their customers to other directory enquiry providers."

"We will not hesitate to intervene to ensure that service providers adhere in full to the ICSTIS Code of Practice," he said.

The researchers consulted 1,059 adults, and the mystery shopping was carried out by MORI on 30 national and 10 international directory enquiry numbers with a total of 2,039 requests made.

(gmcg)