Today (Tuesday 9 March) sees the launch of the seventh annual Consumer Action Monitor (CAM) report by Ombudsman Services.
Based on a survey of more than 10,000 consumers across three different points in the year, the 2020 CAM report looks at two main questions:
- How did consumer attitudes and behaviours to complaining change during the Covid-19 pandemic?
- How can effective complaint handling build consumer trust and loyalty in the energy and communications sectors?
Key findings include:
- 83% of consumers say a well-handled complaint increases their loyalty to a company.
- Complaints about products and services fell significantly in 2020, with consumers becoming more tolerant of poor service during lockdown.
- Just 3% of those surveyed knew that energy suppliers and telecoms providers currently have eight weeks to resolve a complaint before it can be escalated to Ombudsman Services.
- 65% of consumers see their energy supplier’s green/environmental credentials as important, compared to 56% for telecoms providers.
The report identifies four different types of complainer:
- The Pessimist
- The Ally
- The Determined
- The Shoulder Shrugger
To read the report, visit our dedicated CAM website.
If you have any questions about our findings or would like to explore a topic in more detail, please email email@example.com.