Customers turn to the web to make their complaints known

19th March 2010, 3:34pm

Good customer service matters hugely to consumers, but almost a quarter do not believe they receive good service from businesses, according to a new survey released today.

Figures from the Office of Fair Trading (OFT) show that while most people feel they do generally receive good service in their day to day lives, the bad news for companies with poor customer service is that others will hear about it.

Four out of five people said their response to poor service would be to tell their friends and family never to use a business.

Almost a third said they would write a negative review on the company's website, with increasing use of social media, some consumers said they would 'Tweet' about company or set up a Facebook complaints group.

The survey also reveals the benefits to companies of good service - of the consumers who received good service, 85% say they would recommend that retailer to their friends and family, and one in three said that they would contact the business to thank them.

Charles Wallace, OFT head of codes said: "Consumers clearly expect good standards of service and for many people it is an important part of the buying process. OFT Code approved businesses operate to a higher standard of service, and if a consumer needs to make a complaint, then they can be assured that it will be dealt with swiftly and effectively."

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