Customer complaints on increase in Scotland
Scottish businesses need to take action to deal with customer complaints, says a report.
The latest data published by Ombudsman services, an independent provider of complaint resolution services, found that there has been an increase of 4 per cent in customer complaints in businesses across Scotland.
The data from the Ombudsman Services fourth annual Consumer Action Monitor (CAM) also show that almost 70 per cent of Scots are ‘resigned’ to receiving poor services, according to Deadline News.
Lewis Shand Smith, Chief Ombudsman at Ombudsman Services said: “Scots are showing good awareness of their consumer rights, but this research shows that a lot more needs to be done to encourage disgruntled customers to make their voices heard.
“Even though businesses are taking steps to improve their customer service, many consumers feel disillusioned and no longer trust them to do the right thing.
“This research has shown that Scots aren’t afraid to vote with their feet, so it is in businesses’ best interests to put customers at the heart of what they do, or face the costly consequences.’’
Workpro’s Ken Naismith said that firms should be doing more to manage customer complaints.
He explained: “The report shows that businesses and organisations are struggling to handle customer complaints. In our experience this doesn’t have to be the case, having dedicated staff operating a managed process is often all that is required to nip any problem in the bud.”
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