Common sense. A lot of organisations still fail to recognise the impact of Social Media as a channel for viral complaints
We Britons have a reputation for politeness, which extends to not complaining when we suffer poor service. According to this stereotype, we just mutter under our breath and then ensure we don’t visit that particular restaurant or shop again.
However it has been clear for many years that things have changed. As in other countries, Britons are complaining more and demanding a better experience from all the organisations that they deal with. Loyalty should not be assumed – businesses need to engage with consumers and provide fast, consistent service if they want them to remain customers.
The scale of the change is illustrated by new research from Ombudsman Services. According to this, there were 38 million complaints made in the UK in 2013 – the equivalent of one every 1.2 seconds. Put it another way, with an adult population of approximately 47 million that means 80% of people…
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