A recent study conducted in the UK has revealed that a significant number of Brits are actively avoiding contacting companies due to poor customer service experiences. The poll of 2,000 adults highlighted various common complaints about customer service, leading many individuals to simply steer clear of reaching out to companies altogether. The report indicates that one in four respondents couldn’t even recall the last time they had a positive customer service encounter. Issues such as long waiting times, the need to repeatedly explain problems to different staff members, rude customer service representatives, and ineffective automated responses were among the top grievances listed.
Moreover, the study found that 40 per cent of people actively avoid contacting their utility providers because they anticipate stressful interactions. On average, Brits spend around two hours on the phone with their utility providers trying to resolve issues. Poor customer service emerged as the primary factor influencing people’s decisions to consider switching providers. However, despite facing subpar service, 32 per cent of respondents were discouraged by the hassle of switching, while 26 per cent feared potentially receiving an even worse customer experience.
In response to the prevalent issue of unsatisfactory customer service, Utility Warehouse, a Which? Recommended Provider for Energy Companies in 2025, is set to launch a Valentine’s Day campaign to encourage individuals to ‘break up’ with their current providers and find alternatives that provide better care and service. The campaign aims to shed light on the importance of receiving seamless, friendly, and helpful experiences from utility companies. Through a light-hearted quiz created in collaboration with dating and relationship expert Sarah Louise Ryan, Utility Warehouse seeks to draw parallels between users’ romantic styles and their interactions with utility providers, assisting them in identifying the type of provider that aligns with their needs.
The study also unveiled a list of the top 30 customer service bugbears, ranging from not being able to speak to a real person to being blamed for issues by staff. Issues such as being cut off after long hold times, rudeness from staff, and scripted responses without personalised assistance featured prominently on the list. Lack of empathy, frequent disconnections in live chats or calls, and being offered no alternatives when a solution isn’t feasible were also highlighted as significant pain points for customers.
Overall, the study underscores the urgent need for companies to reassess their customer service strategies and work towards enhancing the overall customer experience. By prioritising friendly and helpful interactions, providing timely and effective solutions, and showing empathy towards customers, companies can build stronger relationships with their clientele. As consumers increasingly expect higher standards of service, it is imperative for businesses to invest in improving their customer service practices to retain existing customers and attract new ones in a competitive market landscape.