Today (Tuesday 9 March) sees the launch of the seventh annual Consumer Action Monitor (CAM) report by Trust Alliance Group.
Based on a survey of more than 10,000 consumers across
three different points in the year, the 2020 CAM report looks at two
- How did consumer attitudes and behaviours to complaining change during the Covid-19 pandemic?
- How can effective complaint handling build consumer trust and loyalty in the energy and communications sectors?
Key findings include:
- 83% of consumers say a well-handled complaint increases their loyalty to a company.
- Complaints about products
and services fell significantly in 2020, with consumers becoming more
tolerant of poor service during lockdown.
- Just 3% of those surveyed
knew that energy suppliers and telecoms providers currently have eight
weeks to resolve a complaint before it can be escalated to Ombudsman
- 65% of consumers see their
energy supplier’s green/environmental credentials as important,
compared to 56% for telecoms providers.
The report identifies four different types of complainer:
- The Pessimist
- The Ally
- The Determined
- The Shoulder Shrugger