News Article Published:
Tuesday, 23 October 2007
Category:
Insurance
British companies are not perceived to be good at acknowledging mistakes and apologising for them, a new survey has found.
The survey, carried out by reward and recognition specialists Michael C Fina, reveals high levels of dissatisfaction with companies' attempts to say they are sorry.
Some 60 per cent of respondents said that if a mistake had been made in the way the company dealt with them, then they would expect a personal apology from the business.
And, with 83 per cent dissatisfied with the current mechanisms businesses have it's clear that the personal and sincere apologies are not reaching the customers.
Jonathan Haskell, CEO of Michael C Fina, told the PrecisionMarketing website: "Many businesses clearly need to review their policies and sharpen up their approach if they do not want to lose their customers.
"I suspect that, by taking a different approach to handling customer complaints, aiming to win over the customer, UK businesses could avoid spending enormous sums recruiting new customers to replace those that leave."
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