Consumer Complaints 2012

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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