MANCHESTER, England, March 7, 2017 /PRNewswire/ --
Brits are becoming a nation of complainers, according to new research by a nationwide telephone answering service.
alldayPA has analysed its call data and found that calls of complaint made to its client base of 24,000 UK businesses have trebled over the last five years, now accounting for almost a fifth (18 per cent) of all enquiries received.
The company puts the finding down to influence from across the pond, as well as changes in technology and consumer habits.
Reuben Singh, CEO of alldayPA, said: "It appears we're beginning to lose our traditional British reserve and adopt a somewhat American culture of blame and complaint. Grievance calls accounted for just one in 20 calls a few years ago and now it's one in five. The quick pace of life we're now accustomed to has led to consumers demanding immediate responses and excellent customer service - if you can't offer this, complaints will come your way."
alldayPA also cites the rise of social media as a driving force behind the increase in phone call grumbles.
Reuben said: "Social media has, of course, become the go-to platform for people to vent their frustration or give negative feedback directly to businesses. As such, you'd expect the more traditional phone call of complaint to have declined. However, with social media facilitating quick and easy ways to complain to companies, and these companies aiming to immediately divert the issue away from the public domain by giving out phone numbers, calls of complaint have boomed.
"Not receiving a quick response on social media can also exacerbate the customer's dissatisfaction, leading to a not-so-nice conversation on the blower!"
The research suggests a need for British companies to invest in improved provision of customer service in order to reduce unwanted and time-consuming inbound calls.
Reuben added: "Of course, many of the extra calls will be down to the shift in more exacting consumer expectations; however, the part businesses play mustn't be ignored and, in order to tackle the problem, they may need to revise their approach to customer relations to handle complaints with care and efficiency."
For more information about alldayPA, visit http://www.alldaypa.com.