Poor service costing firms £7.3bn every month, report reveals Poor service is costing British business £7.3billion a month, undermining the drive to deliver growth, figures show.
Advice: Jo Causon, chief executive of the ICS, said that firms which score well for customer satisfaction generally 'achieve stronger financial results'.
Jo Causon, chief executive of the ICS, said: 'Service failures are costing billions every month in employees' time and subsequent lost revenue.'.
The Institute of Customer Services (ICS), which led the study, says the time spent on remedying poor service is increasing.
Employees are devoting four days to troubleshooting on average, the report based on the latest UK Customer Satisfaction Index (UKCSI) will show.
