Consumer complaints about businesses hit record high in UK due to COVID shortages | UK News
Britons complained more about their treatment at the hands of businesses last year than any other issue, according to a long-running consumer survey.
Supply and service issues were most likely to cause problems.
A number of problems were related to COVID-19[female[feminineaccording to the Institute of Customer Service (ICS).
The ICS survey found that 13% of people had filed a complaint in the past year.
That’s up from the 11% figure reported six months ago.
The ICS survey is conducted twice a year and was launched in 2008.
Availability, suitability and quality are the main issues
Some 10,000 people were asked about their experiences with companies and how they interact with them.
Along with an increase in complaints, the ICS found that 16% of people had experienced issues with a brand’s service in the past six months.
And 34% of customers said they would pay more for better service – the highest proportion on record.
Research found that customers were experiencing greater issues with the availability, suitability and quality/reliability of goods and services, compared to 12 months ago.
However, more companies were found to top the survey for best customer service.
Top 10 rated organizations
- Pets at home
- direct premiere
- Saga Insurance
- UK power grids
- United Kingdom
- john lewis
Get what you pay for
Jo Causon, CEO of ICS, said: “There is no easy cure for rising prices and shortages of goods, so we all need to improve our ability to manage delays and disappointments.
“While satisfaction with complaints handling and overall satisfaction have improved, we need to address the broader service chain issues if we are to improve the country’s performance and productivity.”
She continued, “More than ever before, customers are willing to pay extra for quality service.
“This suggests there is an opportunity to invest in delivering the real value that customers expect and deserve.
“Those who have made our top 10 make it easier to connect with the right person and build confidence that they really care about their customers.
“Amid a tough economy, a strong service offering is an increasingly important battleground for brands to differentiate themselves and drive better financial performance.”
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