fizzback

August 2007
www.customermanagementonline.com

 

People in the East Midlands are more likely to complain than people from anywhere else in England and Wales, with complaints outweighing praise by four to one, according to new research from instant feedback company Fizzback.

 

Fizzback analysed messages from 4,000 people in England and Wales giving feedback on various products and services across the retail, transport and hospitality industries.

 

Complaints from people of the East Midlands makes up 34% of all complaints received in England and Wales, followed by the Eastern counties at 27% and the North West at just 10%.

 

Areas that complain the least are the South East, South West and Wales at 7%; and the West Midlands at 8%.

 

As well as being the county that complains the most, research shows that people from the East Midlands are less likely to give compliments or positive feedback when they’ve had a good experience. Only 5% of all positive comments on services or products come from the region, compared to the South East at 14%, the South West counties and Wales 14% each, the West Midlands at 15%, the North West at 13%, and Eastern counties at 8%.

 

Rob Keve, CEO of Fizzback, says: “Consistently in our research, we find poor customer service to be the biggest cause of complaints and low satisfactions levels, way ahead of other gripes, such as the price or quality of a product.”

 

Fizzback’s instant feedback lets consumers provide positive or negative feedback at the point of experience, using easy, fast and direct channels, such as text or email. Keve comments: “This kind of immediate feedback lets companies get a much more honest view of what their customers are experiencing, and provides them with an invaluable ‘recovery window’ to swiftly address any issues. By remedying issues during this window, a company can stop a disgruntled customer defecting to a competitor.”

 

http://www.customermanagementonline.com/cmarchive/index.cfm?ccs=504&cs=2118