Customer Service Complaints Increase

United Kingdom -- According to research conducted by YouGov, customer service complaints have risen 14 per cent year-on-year.

Most complaints are about poorly managed customer communications, such as failing to respond to emails, phone calls and letters.

The research also shows that 69 per cent of people have complained about poor customer service this year compared to 55 per cent in 2006,
with lack of responsiveness the main reason rather than poor products and services.

60 per cent of Britons expect their problem to be fixed to their satisfaction but only 27 per cent said this was the case. In fact 34 per cent of
respondents felt the company did nothing once the complaint had been made.

Topping the complaints list are telecoms firms and ISP providers who receive 23 per cent of all complaints, followed by banks and insurers at 19
per cent and utility companies at 17 per cent.

The study was commissioned by RightNow Technologies who questioned 2,819 British consumers.

It was also revealed that 79 per cent of adults who complained did so up to five times in the past 12 months.