Customer service

Unhappy consumer levels grow again, says survey

Kevin Peachey

Personal finance reporter

Angry woman on phone
Science Photo Library

Satisfaction levels among consumers has fallen for a fourth consecutive year, according to a survey.

Some 14.3% of consumers said they had experienced a problem with an organisation, according to the Institute of Customer Service (ICS).

The brand that rated highest for customer service was bank First Direct. The ratings were based on getting things correct the first time, as well as customer ethos and ethics.

"Consumers are placing increasing importance on trust, transparency, emotional connection and ethical behaviour," said Jo Causon, chief executive of the ICS.

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