The quality and reliability of goods and services 'is a growing problem'
Firms say staffing shortages and supply chain issues among other problems are putting a huge strain on customer service
She said customers did not want products and services that were "just cheap" - with a third of those surveyed indicating they would be prepared to pay more to guarantee excellent service. "Organisations cannot avoid these issues. They will need to develop service strategies that are responsive to evolving customer needs but also protect short and long-term business performance," Ms Causon said.
Ms Causon said UK firms had got much better at dealing with, and resolving, complaints, but more work was required to prevent the problems in the first place.
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