Complaining? More or less…

The BBC has a report on research conducted by the Institute of Customer Service.  This has identified that fewer people reported having poor products or services, down from 17% in 2008 to 11.7%.  But of those that did, they have complained more – up to 76% compared with 72%.   So as the quality and reliability of products and services improves, consumers tolerance of poor quality and reliability goes down.  Not surprisingly really, as this is a self-reinforcing cycle – normally the more complaints a company gets the harder it works to eliminate these.  Unless, according to Michael O’Leary, your company happens to be RyanAir.

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This entry was posted in Chap 08 Queuing and customers, Chap 09 Quality and tagged , . Bookmark the permalink.

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