Survey finds room for improvement in customer service as consumers urged to look out for OFT Approved logo

29/10 19 March 2010

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 as the OFT urged consumers to look out for the OFT 'Approved code' logo.

Companies that operate under the OFT Code Approval scheme commit to higher standards of customer service and provide an easily-accessible and robust complaints resolution procedure.

Whilst 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:

82 per cent - 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 per cent 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.'

The advice from consumer champion Lynn Faulds Wood is:

'Savvy consumers need to do their research before buying goods, and using an OFT Code approved retailer means they will receive a standard of service higher than that required by law.

'There are around 14,000 businesses across the UK operating under an OFT Approved Code, and we urge consumers to look out for the Approved Code logo when buying goods and services.'

Consumers can find businesses in their area that are backed by the OFT Code of Approval by using their area postcode at www.oft.gov.uk/codes.

NOTES

The research was carried out online by Opinion Matters between 12 February 2010 and 3 March 2010 amongst a nationally representative sample of 2568 adults in the UK.
The OFT Consumer Codes Approval Scheme (CCAS) was established in 2001 to promote and safeguard the interests of consumers. Companies signed up to a code approved under the scheme commit to deliver higher standards of customer service and to provide an easily-accessible and robust complaints resolution procedure when required.
See www.oft.gov.uk/codes, the Consumer Codes Approval Scheme section on the OFT website for further information and a list of approved trade bodies.

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