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Peter Black and South Wales West Liberal DemocratsRepresenting Aberavon, Bridgend, Gower, Neath, Ogmore, Port Talbot, and Swansea |
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Businesses 'must get better at customer care' says AM
May 21, 2007 4:50 PM
The Welsh Liberal democrat Assembly Member for South Wales West, Peter Black, has added his voice to that of the National Consumer Council in calling for the private sector to do much better at responding to customer complaints.
Research conducted by Andrew Smith Research and Research Now in collaboration with the National Consumer Council (NCC) showed that 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 included 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.
This piece of research shows that the sectors that come out the worst for frustrated complaints are the power companies, postal services, and the banks.
"Although banks and power companies have the worst results in this survey, I know from my own experiences that these are common complaints and apply to the public sector as well. Customer care should be a priority for all businesses irrespective of whether they are a local Council, a large utility or a major bank."
"All sectors have something to learn from this survey but chief amongst those lessons is that customers should not be taken for granted."
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