Poor service is costing British business £7.3billion a month, undermining the drive to deliver growth, figures show.
A report will tomorrow reveal 69 per cent of workers deal with failings in service – for which their own and other firms are responsible.
Employees are devoting four days to troubleshooting on average, the report based on the latest UK Customer Satisfaction Index (UKCSI) will show.
And the cost of service failings amounts to £7.3billion in wages a month, or £87.6billion a year. The worst offenders are the media, telecoms and transport sectors.
Advice: Jo Causon, chief executive of the ICS, said that firms which score well for customer satisfaction generally ‘achieve stronger financial results’
The Institute of Customer Services (ICS), which led the study, says the time spent on remedying poor service is increasing.
Standards are slipping at a time when the economy is under pressure, with UK productivity 18 per cent below that of the US.
Jo Causon, chief executive of the ICS, said: ‘Service failures are costing billions every month in employees’ time and subsequent lost revenue.’
She added that firms which score well for customer satisfaction generally ‘achieve stronger financial results’.
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