118 failing to hookup callers
Only six in 10 callers to 118 directory enquiry services receive the right number, according to a new study.
In association with supervisory body Icstis, telecommunications watchdog, Oftel, found on average only 62 per cent of inquiries for UK numbers were accurately answered, and just 37 per cent of international number questions were given the right information.
The research on the deregulated directory enquiries market was undertaken in October when 3,000 test calls were made.
Paul Whiteing, the deputy director of Icstis said: “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.
“The overall level of performance of directory inquiry providers is not as good as it could be.
Among the worst offenders was 118 355, operated by communications firm Thus. Only a third of requests for residential numbers were answered correctly. 118 119, run by 192.com, only got 43 per cent of requests correct for UK home numbers.
BT’s new 118 500 number was accurate for 62 per cent of residential numbers and 71 per cent of business numbers.
Directory Enquiries UK (118 800) had a success rate of 63 per cent for residential numbers.
The best performer was Share Charity’s 118 499, which gave the right number in 67 per cent of calls.
The 118 services replaced the old BT 192 number in August.
