Customer service standards worsening in UK - report

Most homeowners think customer service in the UK is failing to improve, according to a new survey, despite having a huge impact on brand and market share.

 

 

 

Two thirds of homeowners think UK customer service has stayed the same or worsened in last three years, according to the YouGov survey. Almost half (49%) of those surveyed cited unfriendly and impolite staff as the most common reason for poor customer service, followed quite some way behind by timeliness (19%) and the inability to fix a customer’s reported problems (19%).

 

And even thought organisations appeared to step up their customer service focus over the festive period, impolite staff remains a key service issue. An analysis of service standards over the recent winter and festive period found that 44% of homeowners rated the customer service they received as good, while 32% gave it an average rating. In London only 5% rated service over Christmas as very good, which was less than the national average of 11%.