Telecommunications Consumers: A Behavioural Economic Analysis. ESRI Research Bulletin 2012/4/3

The digital revolution offers opportunities for communication and entertainment that previous generations would doubtless have envied. Yet telecommunications markets, especially those for broadband internet and mobile, have become the subject of rising customer complaints in recent times. Offerings have become increasingly innovative, complex and difficult to compare. The majority of consumers remain reluctant to shop around and a large proportion fail to choose the best deals. Behavioural economics offers insights into how modern telecoms consumers make these decisions, and what might be done to help them