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Almost one in three ( 31 %) consumers across the United Kingdom , France , Spain , Germany , Belgium and the Netherlands believe customer service has got worse in the last 12 months . A thriving e-commerce market has exposed many UK consumers to slick digital experiences which they have come to expect from all sectors and brands . At the same time , financial and political concerns are shifting the context of support while feeling the financial hardship . This combination of expectation and economic climate is powerful .

The report reveals that consumers across those six countries who are feeling the financial pinch are more likely to think customer service standards are declining – with over a third ( 38 %) of those struggling with finances believing that customer service has got worse in the last 12 months . There is also the additional challenge of stability , with 44 % of UK consumers saying they are less certain about the future . The findings indicate this increased need for support , one of the major factors impacting customer service perceptions , is set to continue .

Importantly for organisations serving customers in multiple European countries , there are several trends in the data which can help brands tailor effective customer-centric strategies . Such as customer preferences when

THE REPORT

REVEALS THAT CONSUMERS ACROSS THOSE SIX COUNTRIES WHO ARE FEELING THE FINANCIAL PINCH ARE MORE LIKELY TO THINK CUSTOMER SERVICE STANDARDS ARE DECLINING .

it comes to self-service or certain queries . Out of the six markets , for example – while the UK and Spain both rank the highest for negative opinion of customer service – Spain also had more positive ratings and better overall result . Additionally , sectors on the front line , fielding high numbers of calls from vulnerable citizens in difficult times , received poorer feedback , namely utilities and government . Both are among the sectors most affected by on-going global economic and social upheavals .

Leigh Hopwood , Managing Director of ECCCSE and CEO of CCMA , said : “ This research reveals how a challenging economic and political environment is taking its toll across Europe . And in a time of widespread uncertainty and financial constraint , more than ever people all across the continent need and expect timely resolution to their queries and problems .”

Melissa Cowdry , Director of Field Marketing at Odigo , said : “ Success will depend on leadership in the field of customer experience , based on the capacity to listen to consumers , qualify and predict their needs , as well as supporting agents with powerful CCaaS solutions driven by AI and data .” �