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| Version 1 | Version 2 |
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| Why complaining really does take all day | Why complaining really does take all day |
| (about 9 hours later) | |
| Consumers typically spend 24 hours each year calling or writing to complain, while at work, about poor customer service, research suggests. | Consumers typically spend 24 hours each year calling or writing to complain, while at work, about poor customer service, research suggests. |
| Problems with repairs in the home, delivery errors and frustrations about buying a property are the most common complaints, according to the Institute of Customer Service. | Problems with repairs in the home, delivery errors and frustrations about buying a property are the most common complaints, according to the Institute of Customer Service. |
| The issues lead to billions of pounds in lost productivity in the UK economy. | The issues lead to billions of pounds in lost productivity in the UK economy. |
| The institute said companies should use technology wisely to solve problems. | The institute said companies should use technology wisely to solve problems. |
| Previous research has suggested that younger consumers are most willing to complain about poor service, through various channels. | Previous research has suggested that younger consumers are most willing to complain about poor service, through various channels. |
| Now the institute's latest research suggests that people typically spend two hours in working time complaining to customer services - either on the phone, emailing, or through social media. | Now the institute's latest research suggests that people typically spend two hours in working time complaining to customer services - either on the phone, emailing, or through social media. |
| The most common gripes also include transport, banking and tax problems, as well as faulty goods, insurance, mobile phones and utility bills. | The most common gripes also include transport, banking and tax problems, as well as faulty goods, insurance, mobile phones and utility bills. |
| Jo Causon, the institute's chief executive, said many consumers had every right to be impatient, but they should remain polite and clear when calling to complain after something goes wrong. | Jo Causon, the institute's chief executive, said many consumers had every right to be impatient, but they should remain polite and clear when calling to complain after something goes wrong. |
| Companies should deal with problems promptly and get the balance right between technology solving the issues and human interaction with customers. | Companies should deal with problems promptly and get the balance right between technology solving the issues and human interaction with customers. |
| The research suggested that time wasted by customers making complaints, and the cost to businesses and their suppliers in dealing with them, cost the UK economy £190bn a year in lost productivity. | The research suggested that time wasted by customers making complaints, and the cost to businesses and their suppliers in dealing with them, cost the UK economy £190bn a year in lost productivity. |
| "We hear a lot about productivity in a manufacturing sense, but in the service sector it is also a hard-nosed economic reality," she said. | "We hear a lot about productivity in a manufacturing sense, but in the service sector it is also a hard-nosed economic reality," she said. |
| Tips for getting a complaint dealt with | Tips for getting a complaint dealt with |