C
ustomer complaints have reached an all-time high and have cost businesses more than £9 billion a month in staff hours, according to new figures.
The Institute of Customer Service’s Customer Satisfaction Index (UKCSI) revealed that 17.3% of UK customers have experienced a product or service problem – the highest figures since records began in 2008 – which cost British firms £9.2 billion a month in staff time spent handling the complaints.
The index also revealed that 42.8% of problems were linked to the quality and reliability of goods and services, while 26.4% were linked to the suitability of goods and services.
