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01 October 2012

News - Poor Customer Service is exactly what Brits deserve

By Ben Turner @ 11:27 :: 1151 Views :: 3 Comments :: Article Rating
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So says leading customer feedback experts, Rapide, speaking out after receiving the shocking results of its latest research. Rapide has revealed that a staggering  91% of people in the UK don’t always complain about bad service and  yet 51% don’t expect the service to improve if we don’t speak up. The result is Brits are getting exactly what they deserve - bad service with little hope of it improving.

The worst offenders in this nation of ‘can’t be bothereds’ are men. The boys win hands-down with a quarter of  those who don’t always speak up saying it’s because they can’t be bothered to complain. And nearly half of us in the UK as a whole (43% of those who don’t always complain) say we don’t try and pull businesses up by their boot strings as we feel there is no point - businesses simply don’t care.

 Rest assured we do still have a few grumpy Brits who are prepared to speak-up. You’ll find plenty of moaning coming from the South-East with results revealing  28% of people here  always or often complain.   This compares to just 15% - less than one in six – saying they often or always feedback after a poor service in both the East Midlands and Northern Ireland.

Nigel Shanahan, Managing Director at Rapide, says: “The results are quite startling - businesses are giving the impression they don’t care and consumers aren’t speaking up when there’s a problem - resulting in a nation of people who think they receive poor customer service but won’t do a thing about it.

 “Consumers want to know they have been heard and they want a response. We can all understand the frustration of sending a long winded email complaining to be completely ignored – feeling like you’ve been listened to makes all the difference!


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