Synergies was engaged by the Australian Communications Consumer Action Network (ACCAN) for advice on estimating the value of consumers’ time wasted (“time forgone”) trying to resolve customer service issues and the cost to consumers of intermittent or delayed supply (“reliability”). The aim of the advice was to provide an evidence base and a source of practical guidance on matters including how to apply non-market valuation techniques in the telecommunications context and the strengths and limitations of the different techniques. In doing so, the advice sought to support ACCAN’s advocacy on behalf of consumers for measures to improve service in these areas.
Case study
Synergies was engaged by the Australian Communications Consumer Action Network (ACCAN) for advice on estimating the value of consumers’ time wasted (“time forgone”) trying to resolve customer service issues and the cost to consumers of intermittent or delayed supply (“reliability”). The aim of the advice was to provide an evidence base and a source of practical guidance on matters including how to apply non-market valuation techniques in the telecommunications context and the strengths and limitations ...