New Which? survey reveals top customer service gripes

Not being able to ring a call centre based in the UK is the nation’s biggest customer service bugbear according to new Which? research.

As part of our annual customer service survey of 100 major UK brands, due to be released later this week, we asked more than 3,500 consumers what made them see red about the companies and shops they use and found:

  • Nearly half (46%) of people said they were irritated by call centres not being based in the UK.
  • Around a third (36%) dislike automated telephone systems.
  • A third (32%) were annoyed about being passed around lots of different people.

Customers who experienced good levels of service gave a thumbs up to friendly or helpful staff (53%), staff with good product or service knowledge (29%) and speed of service (29%.)

Which? executive director, Richard Lloyd, said:

“Call centres and telephone systems are the biggest customer service gripes by far. Firms need to up their game, those that don’t give customers the care and attention they deserve risk losing out to their competitors.”

Notes to Editors

We surveyed 3,501 members of the UK public in May 2015 to ask them what were their customer service likes and dislikes.

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