Four in 10 Brits avoid ever contacting companies due to poor customer service A poll of 2,000 adults found that long waiting times and having to repeat the same issue to multiple staff were among the most frustrating aspects of dealing with companies over the phone.
Poor customer service was flagged as the leading reason people would consider switching providers, but the hassle of switching stopped 32% of respondents, while 26% feared they might end up with a provider offering even worse service.
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More than a quarter of respondents admitted they couldn’t remember the last time they had a positive customer service experience – highlighting the strain many feel when seeking help from companies.
The research also found that four in 10 people avoid contacting their utility provider altogether because they expect the process to be stressful.
