Consumer complaints 2012
Summary
Consumer complaints research shows high willingness to complain, with faulty goods the main issue and growing difficulty navigating the complaints process.Publication details
- Publication date:17 September 2012
Documents
Research report making complaints consumer behaviour and experiences 2012PDF | 5083 KBResearch report making complaints consumer behaviour and experiences 2012 PDF | 5083 KB - Opens in new window
This study of consumer behaviour and experiences in making complaints was conducted by Amárach Research on behalf of the National Consumer Agency. Among the study’s key findings:
- 83% of consumers state that they are willing to complain if they have been dissatisfied with a good or service they have bought
- Almost 1 in 4 (23%) have had reason to complain about a product/service in the past 12 months
- 82% of those who have had cause to complain actually complained
- Faulty product/service is the main reason for making a complaint (57% of respondents)
- Fewer people find the complaints process easy – the proportion of consumers who found the process easy has fallen from 78% to 58% in the past year
The research was conducted among 1,002 people in Ireland aged 15-74 over a four-week period in June 2012.
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