A staggering 45% of UK consumers say they have endured poor service over the past year, according to a new survey. The findings highlight growing frustrations with long wait times, unresolved complaints, and a lack of accountability from businesses.
Key Findings from the Survey
The research, conducted by a leading consumer insights firm, reveals several troubling trends:
- Long wait times: Over 30% of respondents cited excessive delays as their primary grievance.
- Unresolved complaints: Nearly a quarter of consumers reported that their issues were never properly addressed.
- Poor communication: Many felt businesses failed to keep them informed about delays or solutions.
Which Sectors Are Underperforming?
The worst offenders included:
- Retail: Online and in-store shopping experiences were frequently criticised.
- Telecoms: Mobile and broadband providers ranked poorly for customer support.
- Utilities: Energy and water companies faced backlash for slow response times.
What Can Businesses Do Better?
Experts suggest companies take immediate action to improve service quality:
- Invest in training: Staff should be better equipped to handle complaints efficiently.
- Streamline processes: Reducing wait times should be a top priority.
- Enhance transparency: Clear communication can rebuild trust with frustrated customers.
With consumer patience wearing thin, businesses that fail to adapt risk losing loyal customers to competitors who prioritise service excellence.
