One in four social media users in the UK used platforms such as Facebook, Twitter, Instagram or Google+ to make a complaint over the past 3 months, according to the latest report published by The Institute of Customer Service.
The past few weeks have seen some big brand names making bold, strategic, decisions that go right to the heart of customer service. But are they the right ones?
The UK Customer Satisfaction Index (UKCSI) shows that customer satisfaction has fallen nationally for the second consecutive year, from 77.9 in July 2013 to 76.3 in July 2014 and is now at its lowest point since 2011.