More consumers complain about customer service
A new survey has shown that the number of complaints made by consumers about customer service and the products they buy rose sharply in the last year to 66 million.
The Ombudsman Services’ annual Consumer Action Monitor shows a 74% rise in the number of problems that consumers either complained about to a supplier, shared online or escalated to a third party.
Retail was the most complained about sector, attracting approximately 18.5 million complaints, which fell evenly between online-only retailers and physical shops. This was followed by the telecoms, energy, and banking and finance sectors.
Overall, this year’s report shows a marked shift in the willingness of consumers to take action when they have a grievance. Some 47% of consumers with a complaint took action by going either to the supplier or third party, compared to 34% in 2013.
In addition, more than 5.2 million complaints were made last year through social media like Facebook, Twitter and consumer forums. Despite this, the survey found an additional 71 million problems that were never acted upon with almost half of these complaints left unaddressed due to the perception that complaining is not ‘worth the hassle’.
Public cynicism and mistrust towards corporations also appeared to play a part in customers not following up complaints as 33% of people believed that big businesses were only interested in money and did not care if something went wrong.
The report also reveals an increasing number of complaints being escalated to third parties such as Alternative Dispute Resolution services.
Chief ombudsman Lewis Shand Smith said: “With the number of complaints almost doubling in the last year it’s clear to see that customers are less willing than ever to stand for poor service and poor quality.
“While it is encouraging to know that consumers are becoming more aware of their rights and more likely to take action, we’re also seeing millions of problems that aren’t taken up with suppliers.
“In 2015, as new legislation brings alternative dispute resolution services, such as ombudsmen, to more and more sectors, there will be more routes for customers to seek redress. This can only be a good thing, not just for consumers, but for forward-thinking companies that value their brands and reputations.”
