UK customer service complaints reach record high
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The Institute of Customer Service found that UK firms are spending over £9 billion every month to cover complaints handling.
By Jai Singh
Customer service complaints have hit their highest level on record, new research has found.
The Institute of Customer Service (ICS) found that the number of consumers experiencing service issues was the highest since its UK Customer Satisfaction Index began in 2008.
The ICS survey, which polled 10,000 consumers across 13 industries, found that UK firms are spending a total of £9.24 billion every month to cover complaints handling.
According to the data, shortages and supply chain issues have led to a 16% rise in customer problems, typically over quality and reliability of goods and services.
It showed 17.3% of UK customers are experiencing a product or service problem – the highest level since it launched in 2008.
The best rated company for handling complaints in ICS’s customer satisfaction index was infrastructure provider UK Power Networks...
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