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Daily Insurance Industry News
Friday 25th of May 2018
December 9, 2009

Customer service “Twitterstorms” present new threat

by Gill Montia

Story link: Customer service “Twitterstorms” present new threat

Insurance companies and other financial services providers may need to monitor Twitter and similar social networking sites because dissatisfied customers are creating “Twitterstorms” that damage business but leave management in the dark.

Research from the Institute of Customer Service (ICS) shows that in 2001 around 50% of Britons were willing to complain about poor service; five years later the proportion has risen to 60%.

In addition, almost 90% of consumers are happy to tell others about bad customer services experiences and some are turning to the Internet to make their opinions knows.

Speaking to The Guardian, Jo Causon, chief executive of the ICS, says: “Less than a decade ago we could only tell our friends, family and work colleagues about a poor experience.”

She adds that thanks to the Internet, and particularly to social networking sites, we can now tell “the entire world”.

According to the ICS UK Customer Satisfaction Index, the overall trend shows a steady improvement of customer satisfaction in recent years.

 

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