Almost half of consumers say they have suffered poor service over the last year

Almost half of consumers say they have suffered poor customer service over the last year, with many wanting more “human” support from brands, a survey has found.

One in six consumers (15%) believe customer service standards have declined in the past year, according to the study for reviews site Trustpilot.

Poor product quality and call centre experiences are the UK’s biggest customer service bugbears that would lead them to write a negative review, the poll found.

Our research reveals that UK service standards are inconsistent, with differences in the quality of service being offered across the UK Kate Delaney, Trustpilot

The study also found that consumers are turning away from AI and automation, and instead value timely responses to queries (54%), being able to speak to a human rath