Bad service makes millions switch

摘要

UK plc is wasting billions of pounds attracting new customers without taking care of their existing customers, a Satmetrix study has discovered. As a result, more than ten million customers have switched suppliers so far in 2010. The study, part of Satmetrix's annual net promoter benchmark study that collated responses from 5,100 consumers, concluded that the annual ￡14 m spent on UK advertising would be better spent on delivering good quality customer service.