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 falls short at many companies. Of all the complaints received by the authority, 26% were linked to problems with customer service after purchasing a good or a service.
According to the new mapping, the complaints can be divided into three problem areas:
- The consumer is not receiving any help. For example, the response time is too long, the consumer does not receive an answer regarding their case, or the promised action is not carried out.
- The company requires a certain method of contact. For instance, contact details might be missing, or the company might require the agreement to be terminated orally.
- There is no option to save communication. There is often a lack of opportunity for the consumer to save proof of communication with customer service.
*The Swedish Consumer Agency's press release 20 June 2023.
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