RiDC and the Business Disability Forum were commissioned by Telefonica UK to conduct a review of their services for disabled consumers in February 2016.
RiDC carried out UK-wide mystery shopping of O2’s stores, online and telephone services, and a comprehensive insight review based on our earlier research for Ofcom’s Communication Consumer Panel. We conducted 72 mystery shopping inspections which reported on physical and digital accessibility, and the quality of customer service. RiDC’s work helped Telefonica to improve its performance and gainer deeper insights from disabled consumers.
Charlotte Hall, O2's Head of Regulation for Complaints & Accessibility said:
“The outputs from the research project have played an integral part in shaping our strategy for supporting customers with disabilities.”