Industry News
30th August 2024
A recent consumer report has spilled the beans on what we’ve all been thinking: customer service quality has taken a nosedive. With over 1,000 UK adults spilling their frustrations in Cavell’s 2024 Voice of the Consumer Report, it turns out that 44% of us think customer service is worse now than three years ago. Don’t worry – Here at Grain, we like to do things differently!
Some of the insights from the report include:
Home sweet home: A whopping 79% of us want to chat with someone located in our own country. We like our references to “the weather” understood.
The silent sufferers: Nearly half of us (45%) would rather ignore a problem than face a dreaded customer service call.
Pay to play: Over a third of us would fork out extra cash for a ‘premium’ service that promises a quicker, more personal touch.
Now, let’s be honest—these stats aren’t exactly shocking. We’ve all experienced the agonizing wait times, the robotic scripts, and the endless transfers. It’s no wonder we’re all crying out for better service. And that brings us to the latest headline grabber in the world of customer service nightmares…
Virgin Media’s Shoddies Win: A Cautionary Tale
In a moment that surprised absolutely no one, Virgin Media just bagged the coveted title of Worst Telecoms Provider in the latest Which? Shoddies Awards. This result aligns perfectly with what the Cavell report is telling us: poor customer service is on the rise, and big names like Virgin Media are leading the charge.
With Virgin’s Trustpilot rating sitting at only 1.2 stars, alongside similar ratings for BT and Sky, it’s clear that many providers are dropping the ball when it comes to keeping customers happy. And if you’ve ever spent hours in a call queue, only to be transferred to yet another department, you’re probably not surprised.
Grain to the rescue!
Here at Grain, we get it. Customer service shouldn’t feel like pulling teeth. That’s why our UK-based support team is ready to help you seven days a week. No more dodging calls or settling for subpar service. When you need us, we’re here, with real humans ready to answer real questions.
Forget about waiting in endless queues or being passed from pillar to post. With Grain, you get a friendly, local touch, and humans who understand your needs.
So, while it’s clear that customer service is slipping elsewhere, we’re doubling down on making sure you feel valued and heard. Because at Grain, your satisfaction isn’t just important – it’s our top priority.
Don’t just take our word for it:
“…I have to say I’ve been very impressed with my experience so far. The customer service from agents on the phone has been very helpful and friendly but more importantly very quick to get through. The engineer… who came to install the broadband was fantastic, he was incredibly professional and polite and kept me updated throughout the appointment…”
Ian, 6th August 2024.
“Clear information, follow up calls from customer service. The service received is concise and understandable, people to speak to and easy to use systems.”
Pauline, 2nd August 2024.
“If you’re after excellent customer service, superfast internet speeds, good excellent prices, a company who is AAAAA stars in support then forget BT, Virgin, Sky who throttle speeds, who don’t answer phones, who have drop outs and have poor customer service and move over to grainconnect now.”
Imran, 25th July 2024
“Customer service is excellent, and the service is prompt. You can get through to someone to help you over the telephone and you get to speak to real people. So far Grain is amazing.”
Julie, 21st July 2024.
Ready for a better customer service experience? Switch to Grain and enjoy the perks of a team that’s right here, in the UK, and ready to help 7 days a week. Join the broadband revolution with Grain!
Source: Total Telecom