Customer service complaints at record level as Covid excuse wears thin

Although the general public were initially understanding of delays, research found that a blanket excuse was no longer sufficient.
AP

Complaints about customer service are at the highest level since 2009 as people grow tired of being told they are getting poor service “because of Covid”, according to new research.

A study of 10,000 people, conducted by the UK Institute of Customer Service, found that a quarter said organisations had used Covid as an excuse for poor service including late deliveries.

It found the sectors with the biggest issues were transport and local public services, such as GP surgeries, councils and police services, and telecommunications, the BBC reported.

Although the general public were initially understanding of delays research found that a blanket excuse was no longer sufficient, the broadcaster added.

Jo Causon, the institute’s chief executive, wrote in a blog post that the crisis has “exposed” a lack of proper investment in service.

She added: “Some of those struggling to adapt to the new environment have used the pandemic as an excuse for basic service failures.

“For a time, this was understandable and justifiable. Many businesses reported satisfaction increases over the first six months of the pandemic, some of which was seemingly down to more understanding customer attitudes.

“However, customer patience has worn thin, and as we move out of lockdown, discerning customers will become increasingly less lenient.”

The study comes as the country prepares to enter Step 4 of the roadmap out of lockdown on July 19, also dubbed freedom day.

Almost all Covid-19 rules including wearing of face masks, social distancing in pubs, and working from home, will be dropped. Instead people in England will be encouraged to use their personal judgement. All remaining businesses, including nightclubs, will also be able to re-open.

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