OFT survey results place emphasis on good customer relations

Research carried out on behalf of the Office of Fair Trading underlines the importance of good customer service, according to the government agency.

82% of the 2568 people quizzed by pollsters Opinion Matters said they would tell friends and family never to use a business from which they had received shoddy service.

And almost a third would write a negative review on a company website.

Meanwhile, the rise of social media means some consumers would even ‘Tweet’ or use Facebook to publish their complaints.

Conversely, 85% said they would recommend a business providing good customer service to their friends and family.

The OFT is asking consumers to look out for its ‘Approved Codes’ logo, which it says confirms a company’s commitment to providing an easily accessible and robust complaints procedure.

Charles Wallace, OFT head of codes said: “OFT Code approved businesses operate to a higher standard of service.

“If a consumer needs to make a complaint, then they can be assured that it will be dealt with swiftly and effectively.”

Ex Watchdog presenter Lynn Faulds Wood was also drafted in to add: “Savvy consumers need to do their research before buying goods.

“Using an OFT Code approved [business] means they will receive a standard of service higher than that required by law.”