Research Institute for Disabled Consumers (formerly RICA)

Research Institute for Disabled Customers (RiDC) formerly Research Institute for Consumer Affairs

Research Institute for Disabled Customers (formerly Research Institute for Consumer Affairs) are the leading experts in user-centred research involving direct input from disabled and older consumers. The organisation has 50+ years’ experience of delivering insight and testing to businesses to help improve consumer products and services or usability and accessibility.

Key benefits for Business Didability Forum members include:
• Access to RiDC’s UK-wide consumer panel of 750+ disabled consumers
• Assessments and consumer audits on products and services across a wide range of disabilities
• Advice on inclusive design to maximise market potential of services and products.

Our clients come from all sectors, mainstream and specialist, including:
• Age UK
• British Gas
• HS2
• Marks & Spencer plc
• Motability
• Superdrug

O2 Case Study

RiDC and BDF were commissioned to conduct a review of the services provided to disabled customers. RiDC conducted 72 mystery shopping inspections across three O2 channels: voice, online and stores and together with BDF evaluated and highlighted industry best practice.

We reported on:
• What disabled customers expect from a communication provider.
• The experience of disabled people accessing O2's services
• What constitutes ‘excellence’ with regard to meeting the needs of disabled customers.

See full Case Study Report

If you would like to find out more information, please contact Michelle Wickenden at michellew@businessdisabilityforum.org.uk or 020 7403 3020.