Why there is no such thing as bad customer feedback

October 17, 2011

According to a customer service research project carried out in 2011, over 75% of UK consumers currently feel customer service has reached an all-time low and nearly 60% have been driven to complain for the first time ever.

The objective of the research project, conducted by CDC Software and Henley Business School was to review common customer service practices in the UK and to match these against the public’s own opinions of them. As part of the study over 200 customer service professionals, from retail, financial services, utilities and travel industry organisations were asked the simple question:

“Do you think consumers are dissatisfied with customer service in the UK?” The unanimous answer was—yes!

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