Working Group Information

The consumer journey working group was founded to examine and resolve the issues experienced by consumers when they see a charge to their mobile or domestic phone bill from a third party and wish to understand and / or discuss this charge with the company that charged them.

The group first met in 2015 where it examined issues such as call handling by MNOs, referral to the regulator PSA. PSA’s own call handling and busting myths that dominate internet forums.

This topic is relevant to all aimm supported  members, and is top of  the agenda to ensure that post sale consumer journey is professional and efficient.

 

Meeting Notes
  • March 2018 - 
    Consumer Journey meeting notes
    Meeting notes taken from March meeting
    Author: aimm
  • March 2018 - 
    Consumer Journey Presentation
    Presentation for the Consumer Journey working group meeting March 2018
    Author: aimm
  • March 2018 - 
    PSA Complaint Stats
    Statistics issued by PSA tracking complaints to them from consumers
    Author: aimm
  • December 2017 - 
    Consumer Journey presentation
    Presentation for the Consumer Journey working group meeting December 2017
    Author: aimm
  • October 2017 - 
    Consumer Journey actions
    Meeting actions from Consumer Journey working group meeting October 2017
    Author: aimm
  • October 2017 - 
    Consumer Journey notes
    Draft meeting notes from the Consumer Journey working group meeting October 2017
    Author: aimm
  • October 2017 - 
    Consumer Journey presentation
    Presentation for the Consumer Journey Working group meeting October 2017
    Author: aimm
  • July 2017 - 
    Consumer Journey presentation
    Presentation for the Consumer Journey Working group meeting July 2017
    Author: AIME
  • March 2017 - 
    Consumer Journey Notes
    Draft meeting notes from 14th March Consumer Journey Working Group meeting
    Author: AIME
  • 2017 03 01 - 
    Consumer Journey
    Consumer Journey Development projects paper discussed at March 2017 meeting
    Author: aimm
  • 2017 03 01 - 
    Consumer Journey presentation
    Presentation for the Consumer Journey Working Group meeting March 2017
    Author: aimm
  • 2017 02 01 - 
    Consumer Journey Meeting notes
    Draft meeting notes from 1st Feb Consumer Journey Working Group
    Author: AIME
  • 2017 02 01 - 
    Consumer Journey meeting
    Presentation for the Consumer Journey Working Group meeting 1st Feb 2017
    Author: AIME
  • 2016 09 20 - 
    Consumer Journey WG
    Consumer Journey meeting presentation from 20th September 2016
    Author: AIME
  • 2016 06 21 - 
    Consumer Journey
    21st June Consumer Journey Working Group meeting notes
    Author: AIME
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