Consumer insights and behaviour report: Complaints 2017
Summary
This consumer research examines the behaviours of consumers in relation to complaints. It was undertaken for the CCPC by Behaviour & Attitudes (B&A). It was undertaken by means of a face-to-face, in-home survey of 1,001 adults aged 16+. The survey was conducted from 21st November – 15th December, 2016.Publication details
- Publication date:3 October 2017
- Industry:Accommodation & food service - I, Construction - F, Human health & social work - R, Other service activities - T, Professional, scientific & technical activities - N, Supply of electricity, gas & other - D, Telecom & IT service activities - K, Transportation & storage - H, Wholesale & retail trade - G
- NACE code:Air transport - H.51, Human health activities - R.86, Personal service activities - T.96, Retail trade - G.47, Telecommunication - K.61
Documents
Research report switching consumer behaviour research 2017PDF | 706 KBResearch report switching consumer behaviour research 2017 PDF | 706 KB - Opens in new window
Key summary findings
- About a quarter indicate that they experience issues or difficulties with products and services that they buy.
- Younger shoppers and women show a higher incidence of experiencing issues/difficulties.
- Problems are greater in areas such as telecoms and personal electronics although conventional grocery and drapery feature to a noteworthy extent too.
- Problems are more likely to be resolved in the latter two cases but are left unresolved more in the former, arguably more technical or complex, areas.
- 86% of consumers who complained about an issue with clothing purchases had their problem resolved while only 45% of consumers who reported problems with Telecoms providers had their problem completely resolved.
