Which? responds to the Institute of Customer Service's latest Customer Satisfaction Index

Rocio Concha, Which? Director of Policy and Advocacy, said: 

"It's a sad indictment of the state of customer service in the UK that satisfaction has plunged to the lowest level in nearly a decade. Which?'s research has shown that the drop in standards is particularly keenly felt in essential sectors like energy, where prices have been largely determined by the energy price cap and so there has been less chance of customers switching away from a poorly performing provider.

"It's clear that many businesses need to up their game to address the endless waits and poor quality help and advice they're giving, which at best infuriate customers and at worst leave them out of pocket and dealing with serious ongoing problems.

"People should be able to contact companies easily and get the answers they need without unnecessary barriers and in the way that suits them best  - whether that is speaking to a person or a chatbot. Any firms that are falling short need to make improvements urgently and ensure they are offering customers the service they expect."

ENDS