IRISH CONSUMERS have overcome their reluctance to complain – with 90 per cent of dissatisfied customers lodging grievances in relation to products in the past year, according to National Consumer Agency research.
Surveys conducted for the agency by Amárach Research found consumers’ willingness to voice their dissatisfaction had risen by almost 30 per cent since 2008.
The rise in complaints in relation to products was being matched by high levels of satisfaction among consumers as to how their grievances were dealt with by businesses. The research found 93 per cent of complaints were either partially or wholly resolved to customer satisfaction.
Chief executive of the agency Ann Fitzgerald said the increasing number of dissatisfied customers taking action was a very positive development. “Today’s results point to an important shift in the dynamic between consumers and the businesses that serve them.
“Previously, we saw a greater reluctance to complain – in 2008 just seven in 10 dissatisfied consumers actually did anything about their retail problems, whereas today more than 90 per cent of consumers tell us that they did make a complaint where a product or service was not to their satisfaction.”
The most encouraging aspect of the survey was the high level of customer satisfaction as to how their complaints were dealt with, she said. “As consumer confidence and knowledge of their rights increases, we are seeing this feed through into positive complaints behaviour. Complaints can be an excellent test of standards of customer service, and good traders should welcome them. We are happy to see the very high levels of complaints resolution reported.”
The survey found men were less confident about complaining than women. While 82 per cent of women said they felt confident about exercising their rights as a consumer, only 73 per cent of men said they felt so empowered.
