The Swedish Consumer Agency's latest survey shows that shortcomings in customer service are a major problem for consumers. Above all, it is the availability that is lacking among many companies. Of all the complaints received by the authority, 26% were related to customer service problems after purchasing a good or a service.
According to the new mapping, the complaints can be divided into three problem areas:
- Consumers are not getting help. For example, the response time is too long, the consumer does not get an answer to their case, or the promised action is not carried out.
- The company requires a certain method of contact. For example, contact information may be missing, or the company requires a verbal termination of the agreement.
- There is no possibility to save communication. Consumers often lack the ability to save proof of their communication with customer service.
*Swedish Consumer Agency's press release June 20, 2023.
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