Telcos and ISPs worst at customer service

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Telecoms firms and internet service providers (ISP) are the types of firms which most make British people feel like complaining, according to a new survey by YouGov.

The study, commissioned by RightNow Technologies, showed that 23 per cent of the 2,800 people surveyed listed telecos and ISP vendors as having the worst customer service, followed by followed by banks and insurers at 19 per cent and utility companies at 17 per cent.

Companies need to better manage their complaints, according to RightNow, by setting service level agreements and offering multiple ways for customers to offer feedback.

"The technology and expertise exists to help businesses do this in a cost conscious way - so the challenge can be overcome," said Wayne Foncette, RightNow's vice president for the UK and Ireland, in a statement.

Poor quality products or services were a major source of complaints, but respondents were also annoyed when they didn't get a response to a query, had to repeat information over and over or were held in phone queue for a long time.

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