Watchdog Report Shows Customer Service is Getting Worse
29/06/2009
A survey carried out by the BBC’s Watchdog, has shown that the public think customer service in this country is getting worse.
The online survey that was active for less than 2 days, received over 7,000 responses on matters related to the customer service we receive on a daily basis.
Nearly 75% of the respondents said that they believe customer service is getting worse, with half the respondents also stating that they are faced with bad customer service on a weekly basis.
Shockingly only 12% felt that customer service within the UK is improving.
The response from the survey prompted Watchdog to speak with two leading business women, former Dragons Den judge Deborah Meadon and successful entrepreneur Sarah Whillingham who has made her mark in the restaurant trade, to seek their views and advice.
Deborah Meadon agrees with the smaller percentage of respondents, in thinking that customer service delivery standards are higher than ever.
“ People are much more aware of the importance of good service to their customers. The customer is absolutely king, customer care is the most important thing you will ever get in a business.”
Sarah, however stands in favour of the majority vote, in thinking that customer service needs a lot of improvement.
“In the economic environment, when actually, customer service ought to be getting better, I think a lot of companies fall very short.”
Sarah believes that the level of customer service we receive has been worsened by the current recession, through businesses cutting back on costs.
“ I think what is happening is that businesses are now seeing customer service as something that costs them a lot of money, like training, customer service is the same thing and so they’re outsourcing it. They’re not focusing on it at all.”
This report comes at a time when many businesses are fighting to retaining their existing customers, as well as bringing on board new ones.
For the full article visit the Watchdog site on http://www.bbc.co.uk/blogs/watchdog/2009/05/customer_service_questionnaire.html
Author: Lynsey Blackburn
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