Bad customer service driving move to competitors

18.03.08

According to new research from BSI British Standards, customers are disillusioned with the level of service they are receiving and many will move to a competitor if they are treated badly.

The survey found that 64% of people believe customer service is getting worse, and 55% have been left unsatisfied by the handling of their complaint.

Mike Low, director of BSI British Standards, said: “Many people will have experienced poor customer service and this survey shows just how damaging that can be to an organisation.

“Customers are not afraid to turn to a competitor if they feel they have been treated poorly. It’s also very important that customers are aware of how their complaint will be handled and how disputes will be resolved.”

According to the poll, 72% of customers have moved to a competitor after receiving bad service. Only a fifth of those who had made a complaint had seen a positive outcome from a dispute resolution scheme.

However, the survey did find that 73% of customers felt a code of conduct would make them feel more confident about buying products and services online.

© Crimson Business Ltd. 2008