Two thirds of the public (68 per cent) have had poor phone experiences with big brands, with 36 per cent saying this ‘definitely’ makes them consider changing company.
The research of 1,000 consumers across the UK by Smith & Milton focussed on experiences with financial services brands and discovered that the telephone remains a key customer service channel, and a vital customer touchpoint for brands.
When asked if they think financial services brands listen to customer complaints about poor phone experiences, 40 per cent of those surveyed stated no, while an almost equal 39 per cent stated yes.
The difference was more clear Read full story ›
Source: The Drum
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