The UK’s no. 1 consumer gripe: Being left hanging on the line

Consumers are frustrated by basic service standards across UK business but many companies aren’t listening, according to the latest ‘Service in Britain’ survey, conducted by Andrew Smith Research and Research Now in collaboration with the National Consumer Council (NCC).

The top gripe was from the 46% of customers who complained about the frustration of being left endlessly on hold on the telephone – up from 41% in last year’s survey.

Other examples of shoddy service includes being passed endlessly around voice activated systems, incompetent call centre staff and condescending attitudes – all mentioned by about one third of consumers. Most consumers (71%) think company bosses are out of touch with consumer experiences.

The survey found a significant fall in the number of complaints to companies in the last year - although almost half of consumers say they chose not to complain when they wanted to, because of long-winded processes. 82% would be happy to help companies get better if they thought this would lead to action – but half find it easier just to walk away.

Philip Cullum, NCC Deputy Chief Executive says: ‘Companies often live or die by the quality of their customer service – so it’s astonishing to see how many still haven’t got the basics right. Leaving people hanging on the phone – the top consumer gripe – isn’t only unacceptable but could also slash company profits, as people get fed up and take their business elsewhere.’

‘The days of British consumers taking what they’re given and suffering in silence are over. Consumer power is now a real force for business to reckon with. ’

The survey found a dramatic increase in the proportion of consumers planning to switch broadband service provider – up from 19% last year to 27% this year. Supermarkets continue to retain the highest loyalty levels of the sectors monitored, whilst insurance providers were the most improved sector for value and customer service satisfaction. Almost one in three households say they are considering a change of energy supplier - in line with 2006 attitudes.