UK consumers are more likely to complain when buying goods and services than they were five years ago, despite facing significantly less problems, a new survey has revealed.
The survey, by the Institute of Customer Service, found that 76% of consumers were likely to complain about a product or service if they weren’t satisfied, up from 72% in 2008. However, the amount of consumers actually suffering problems fell from 17% to 11.7%.
The research suggests that consumers are becoming more confident with speaking out against poor service, but the Institute said there are still many “silent sufferers”.
Jo Causon, chief executive of the Customer Service Institute said “Our research suggests that customers are most satisfied when complaints are dealt with immediately. As a result, organisations need to ensure that all customer contacts are handled consistently well, and that customers are not passed from pillar to post”.