Consumers typically spend 24 hours each year calling or writing to complain, while at work, about poor customer service, research suggests.

Consumers(kənˈso͞omər) typically(ˈtipik(ə)lē) spend 24 hours each year calling or writing to complain(kəmˈplān), while at work, about poor customer(ˈkəstəmər) service, research suggests.

By Kevin(kaivən) Peachey(pēChē)

Problems with repairs in the home, delivery(dəˈliv(ə)rē) errors and frustrations(frəˈstrāSHən) about buying a property are the most common complaints, according to the Institute(ˈinstəˌt(y)o͞ot) of Customer Service.

The issues lead to billions of pounds in lost productivity in the UK economy(iˈkänəmē).

The institute said companies should use technology wisely(ˈwīzlē) to solve problems.

Previous research has suggested that younger consumers are most willing to complain about poor service, through various(ˈve(ə)rēəs) channels.

Now the institute’s latest(lāt) research suggests that people typically spend two hours in working time complaining to customer services - either on the phone, emailing, or through social media.

The most common gripes(grīp) also include transport, banking and tax(taks) problems, as well as faulty(ˈfôltē) goods, insurance(inˈSHo͝orəns), mobile phones and utility(yo͞oˈtilətē) bills.

Jo(jō) Causon, the institute’s chief(CHēf) executive(eg-,igˈzekyətiv), said many consumers had every right to be impatient(imˈpāSHənt), but they should remain polite(pəˈlīt) and clear when calling to complain after something goes wrong.

Companies should deal with problems promptly(ˈprämptlē) and get the balance right between technology solving the issues and human interaction with customers.

The research suggested that time wasted(ˈwāstid) by customers making complaints, and the cost to businesses and their suppliers in dealing with them, cost the UK economy £190bn a year in lost productivity.

“We hear a lot about productivity in a manufacturing(ˌmanyəˈfakCHər) sense, but in the service sector(ˈsektər) it is also a hard-nosed economic(ˌekəˈnämik,ˌēkə-) reality,” she said.

https://www.bbc.com/news/business-46182230