Our CAM 2020 report is now live

Ombudsman Services | Mar 09, 2021

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 partners@ombudsman-services.org.