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!