Companies branded 'out of touch' by consumers

Topic Selected: Consumerism

General Article icon Type: General Article

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:

'Over 80% of consumers tell us they would be only too pleased to help companies get better, but many businesses still seem distant and unaware of customers' real experiences. Half of those who had been let down or treated badly said it was just easier to go somewhere else than sort out their present difficulties.

'With 70% of consumers believing company bosses are out of touch, with no idea what it's like to be a customer, it's time for businesses to get smart and p

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