A survey by Utility Warehouse found that 70% of Brits consider ditching their utility providers due to poor customer service. Twenty-six percent said they can’t recall the last time they had a positive customer service experience, and 40% simply avoid contacting their providers altogether.
While this survey focused on utility providers, customer satisfaction across the board is low. The January 2025 UK Customer Satisfaction Index (UKCSI) is a low 76.1 (out of 100).
According to the UKCSI report, customer service failures cost UK businesses a staggering £7.3 billion a month in employees’ time spent resolving issues and lost revenue.
It’s clear UK companies need to up their game if they want to win and retain customers, which will increase sales and revenue.
What Are The Biggest Grievances Customers Have?
According to the Utility Warehouse survey, the top 10 bugbears UK customers have with their customer service experience are:
- Not being able to speak to a real person.
- Being cut off while being on hold.
- Long waiting times in call queues.
- Automated responses that don’t address their issue.
- Being asked to repeat the issue multiple times.
- Rude customer service staff.
- Company employees that promise they’ll get back to you and don’t.
- Being transferred repeatedly without reaching a resolution.
- Agents who don’t listen properly.
- Being told you are ‘next in the queue’ and continuing to hold for a long time.
What Do UK Customers Want From The Customer Service Experience?
Customer support centres are often the first place customers will reach out to when they have a problem. Knowing what your customers expect can help you not only meet but exceed their expectations.
Here are four key things customers want in customer service:
1. Prompt and efficient service. Customers want their problems resolved quickly—within one phone call or one hour of sending an email. You get the point – the faster you are at addressing customers’ needs, the more satisfied they’ll be.
2. Empathy. When customers experience a problem and feel frustrated, an understanding customer service agent who reassures them that they will resolve the matter as quickly as possible can instantly defuse the situation.
3. Personalised service. Recommending products, promotions and discounts based on customers’ preferences and purchase history shows that you’ve taken the time to get to know them and value them.
4. Consistency. A positive customer service experience can’t be a one-off. An inconsistent level of service will leave customers feeling uneasy and diminish their trust in your company. To maintain a high caliber of service, set up systems that streamline processes and provide ongoing training to your customer support team.
How Can You Improve Your Company’s Customer Service?
If your customer service is less than stellar, you can turn things around. Customers are more forgiving than you may think. Around 70% of unhappy customers whose issues were resolved in their favor said they would be willing to return to a business.
Here are six steps to improve your company’s customer service.
1. Make it easy for customers to contact you
Customers want ease of access and the convenience of contacting companies through multiple communication channels, such as phone, email, social media, chatbots, and your website. When they do reach out, don’t leave them hanging – respond to queries quickly.
2. Provide self-service channels
With so many British customers avoiding call centers, they may be more inclined to solve problems themselves. Provide ways for them to find information and solutions by themselves.
Self-service options include a knowledge base, FAQs, chatbots and a client portal.
A client portal is an excellent self-service tool that can centralise customer support. Customer portal software allows the customer to perform various tasks, such as:
- placing an order or paying a bill
- accessing troubleshooting guides or video tutorials
- logging and tracking service requests
- updating their details
3. Implement the right technology
The right technology is the backbone of customer service. Call centre systems that feature ticketing systems, automation, and artificial intelligence (AI) can greatly improve efficiency.
These systems can intelligently route queries to relevant agents or departments and prompt agents to follow up on outstanding queries. This can significantly reduce query resolution times and eliminate lost or missing tickets.
4. Train customer service agents
Many customers still want to speak to a human agent, especially when they have a complex or urgent problem. Establish a standard of excellence in your call centre and train agents to meet and exceed those standards. In addition, offer incentives to motivate agents and boost performance.
5. Analyse performance metrics
With the right call centre software, you can pull reports that allow you to analyse data such as call waiting times, call abandonment rates, first contact resolution rates and more. These metrics can indicate where the strengths and weaknesses lie in your customer support.
6. Ask customers for feedback
Lastly, don’t overlook the value of customer feedback. Ask customers to rate your service at the end of a call or answer an online survey. Furthermore, keep an eye on social media to see what customers are saying about your brand. Once you know where your customers’ pain points lie, commit to addressing them.
Improving your customer service can boost your brand reputation and give you an edge over your competitors. Most customers remain with a company they receive good service from. And higher customer retention rates mean more repeat business and increased revenue for your business.
