Companies branded 'out of touch' by consumers
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Half of consumers said that, when faced with problems in the last year, they didn't complain because procedures are too long-winded and tiresome.
Being kept on hold for ages or passed endlessly around voice-activated phone systems were listed as consumers' biggest gripes in this latest research in association with Andrew Smith Research. Irritation with incompetent call centre staff and condescending attitudes followed close behind.
NCC Deputy Chief Executive Philip Cullum says:
'O...
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