TIO annual report 2007/08

Issues analysis - customer service

Table 7 Customer service issues by category

This year, for the first time, customer service complaint issues are the leading source of complaint. Customer service complaint issues are mostly recorded as secondary issues to primary complaints. For example, a complaint may be made up of several complaint issues including a problem with a bill or direct debit, or a delay in rectifying a fault or connecting a service.

The main drivers for customer service complaint issues included:

• claims by consumers that service providers provided incorrect or inadequate advice about the complaint event (38.7 per cent)
• service providers failing to action consumers’ requests. For example, the cancellation of a service, updating a consumer’s address details or the transfer of a service (27.4 per cent)
• consumers being unable to contact the service providers (14 per cent) or having lengthy wait times before being able to speak with a customer service representative of the service provider (13.3 per cent)
• discourtesy (6.2 per cent).

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