Customers are becoming less and less tolerant of the blanket excuse of COVID when facing poor service, according to a new survey by the UK Institute of Customer Service.
This research indicates that while consumers were originally happy to grant some leeway due to the effects of the crisis, this is no longer sufficient as a blanket excuse.
According to Jo Causon, chief executive at the institute, “Saying ‘because of COVID’ is not a good phrase [and] organisations must not hide behind this blanket statement”.
She stated that although many UK businesses have responded well to the difficulties created by the pandemic and some have gone out of their way to assist people due to the pandemic, businesses need to honest with customers about any potential delays, before they place their purchase.
The survey, which consulted 10,000 respondents found that the number of complaints about poor service in the previous six months was at its highest level since 2009.
Transport and local public services were the areas with the biggest issues, the survey indicated.
Frustration related to COVID declines in service are also likely to be pronounced in Malta, where a number of incidents, including dramatic delays at the country’s only airport, and delays in the issuance of ID and residence cards continue to aggravate
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