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.

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

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