Ombudsman Services | Last updated Dec 09, 2020
Between March and September 2020, we carried out three separate surveys of British consumers to get their views and experiences around some of the key issues affecting the complaints landscape.
In total we surveyed more than 11,000 people. Consumers provided us with some valuable insights into their attitudes and behaviours during the Covid-19 pandemic.
These insights will be shared in our Consumer Action Monitor (CAM) 2020 report, which is due to be launched early in the New Year.
The report will contain data and insights to help you better understand the issues that matter to your customers, including:
• How Covid-19 affected consumer attitudes and behaviours around complaining, switching and the ‘green’ agenda
• The impact of the pandemic on vulnerability and vulnerable consumers
• What today’s consumer wants to see from energy and communications providers, not just in terms of complaint handling but more broadly
We’re looking forward to sharing our findings in full soon. Watch this space for updates …