Understanding Consumer Experiences of Complaint ... - Citizens Advice

Brief details of the methodology are provided below with a full description included as ... is particularly driven by complaints about telecoms (20 per cent), energy (13 per cent) and ..... cognitive impairments or those who do not have internet access ..... queue. In addition, many organisations treat customers in the manner that ...
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Understanding Consumer Experiences of Complaint Handling June 2016

Research Report prepared for Citizens Advice Prepared by:

Kate Slater – Associate Director Gayle Higginson – Research Manager

Contents Executive Summary................................................................................................... 4 Background to Citizens Advice and the need for research ................................. i Research objectives .................................................................................... i Key findings .............................................................................................. ii Recommendations..................................................................................... vi Methodology ........................................................................................... vii Research Background, Objectives and Method .......................................................... 1 Background ............................................................................................... 2 Objectives ................................................................................................. 2 Methodology ............................................................................................. 3 Research Findings ..................................................................................................... 1 Background to complaints ........................................................................... 2 Profile of complainants ............................................................................... 2 Consumer Complaint Behaviour ................................................................... 3 Motivations to complain .............................................................................. 4 Barriers to making a complaint .................................................................... 9 Process and outcome................................................................................ 12 The typical process for complaint handling .................................................. 12 Resolving the initial complaint ................................................................... 13 Meeting expectations ................................................................................ 17 Initial contact .......................................................................................... 20 During the process ................................................................................... 24 The outcome ........................................................................................... 32 Support .................................................................................................. 36 External advice ........................................................................................ 36 Referral .................................................................................................. 39 Awareness of mediation services ................................................................ 42 Using ADRs and other mediation services .................................................... 44 Satisfaction ............................................................................................. 49 Satisfaction with the final outcome ............................................................. 49 Dropping complaints ................................................................................ 57 The model complaint ................................................................................ 59 The ideal process ..................................................................................... 59

Conclusions and Recommendations ........................................................................ 62 Appendices.............................................................................................................. 66 Appendix A - Research materials................................................................ 67 Appendix B - Detail