THE biggest customer service bugbears include rubbish hold music, no option to call back if you get cut off - and not being able to speak to a real person. A poll of 2,000 adults revealed the biggest gripes when seeking help on the phone to a company, with long waiting times, and being asked to repeat your issue multiple times also on the top 30 list. While 34% say automated responses that don’t address their service issues really grinds their gears, 28% get infuriated by rude staff.
More than a quarter (26%) can’t remember the last time they had a good customer service experience. And despite 34% admitting they often shop around for better deals, 50% still wouldn’t feel confident making the switch with at least one of their providers if it ever came down it. The research, commissioned by Utility Warehouse, which was recently named as a Which? Recommended Provider for Energy Companies 2025, also revealed the average time Brits have spent on the phone dealing with an issue is a whopping two hours.
With 89% saying they prefer to do this via a real person, rather than an automated system or chat bot. To meet this need and help people better manage their relationships with utility providers, the company is running a special helpline for Valentine’s Day, to help people ‘break up’ with their current providers so they can find one that really cares. Robyn Hyde at Utility Warehouse, which has also created a quiz that draws parallels between how we manage our utilities and our real-life relationships, said: “We know that for utility suppliers, offering a seamless, friendly and helpful experience for customers is not a nice-to-have — it’s essential.
“Too many people are stuck in frustrating relationships with their suppliers, left on hold for hours, battling unhelpful chatbots and struggling to get the service they deserve. “This Valentine’s Day is the perfect time to make the move and break free from bad customer service, and our expert break-up helpline which is open this weekend is ready with friendly, practical advice on how to switch to a more supportive provider.”.
The research further revealed that a third have previously been put off calling a utility provider to avoid contacting the support helpline. Four in 10 people won’t get in touch because they expect it to be stressful and, what’s more, 80 per cent feel utility companies don’t care about solving their problem. “We’re experiencing higher-than-normal call volumes”, “I’m sorry, there’s nothing I can do," and “Please hold while I pass you to my colleague” were cited as the most frustrating phrases to hear.
Sarah Louise Ryan, dating and relationship expert who informed the outcome of the quiz, said: “Personal relationships and dating styles may feel completely separate to the way we approach our connections to energy, broadband or mobile contract providers. “But a person’s romantic style often directly reflects their outlook on utilities. “The quiz can help consumers easily identify their relationship type to better understand their wants and needs from a provider which ultimately results in a better match.”.
The OnePoll.com data also revealed that for 54% of those who would consider switching, bad customer service would be the main reason for them to end their current contract. While 67&% would draw the line at general poor service. But the hassle of switching has stopped 32% from making a move, and fear of signing up to even worse service has made 26% stick with what they have got. 1. Not being able to speak to a real person.
2. Suddenly being cut off after being on hold. 3. Long waiting times in queues. 4. Automated responses that don’t address the issue. 5. Being asked to repeat your issue multiple times. 6. When customer service staff are rude. 7. Promises of follow-up that don’t happen. 8. Being transferred repeatedly without resolution. 9. Agents who don’t listen properly. 10. Being told you are ‘next in the queue’ on the phone and still waiting for ages.
11. Generic, scripted responses instead of personalised help. 12. Overly complicated phone menu options. 13. Terrible hold music. 14. Being asked to contact different departments for basic queries. 15. No option to ring back if you get cut off. 16. When the person you are speaking to can’t help you. 17. Lack of empathy from staff. 18. Lack of product knowledge from staff. 19. Being put on hold without explanation.
20. Unclear or contradictory information. 21. Overly pushy upselling during a support call. 22. Frequent disconnections in live chat or calls. 23. When online chat support disconnects without warning. 24. Being forced to explain why you want to cancel a service. 25. Limited service hours for support. 26. Being offered no alternative when a solution isn’t possible. 27. No way to track the status of a complaint or query.
