By Graham Charlton
According to a survey, while 83% of consumers expect businesses to work harder to keep them since the recession, just 5% of think that customer service has improved over the last three years.
The channels that customers are using to complain are changing too. While 41% of people will make a complaint by phone and 63% by email, 20% take to social media sites to have a good old moan to friends and family.
This means more negative comments about companies and highlights the need for customer service improvements, as well as policies to monitor and respond to complaints on social media channels.
The YouGov survey, commissioned by technology provider Avanade, surveyed 1,998 UK consumers about their attitudes to customer service, as well as the types of company they tend to complain about most.
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