How do consumers find the number of a 118 directory enquires service?
Ofcom’s mystery shopping research examined the performance of 30 numbers responsible for more than 95% of the total directory enquiries market. The research also shows that those who regularly use a 118 service already know a number to call and that most users use a single provider – whether from a fixed line or a mobile phone – and are on the whole more satisfied with directory enquires services than those who do not. However, less regular users can find out about directory enquires services most easily from their printed directories or their phone companies. Those with access to the Internet can search for 118 directory enquires numbers, or can use the free directory enquires facilities.
