A survey of 2,000 adults has exposed the main irritations Brits face when calling companies for assistance, including lengthy wait times and the need to explain issues repeatedly.
Alarmingly, over a quarter admitted they can’t recall their last positive customer service experience. But while 28 per cent said impolite staff was a particular grievance, a greater number said that automated replies don’t adequately resolve their problems.
The research, carried out by Utility Warehouse, also showed that 40 per cent of people dodge contacting their utility services, so they don’t have to deal with the stress.
The phrases that irritate customers the most during these calls include: “We’re experiencing higher-than-normal call volumes,” “I’m sorry, there’s nothing I can do,” and “Please hold while I pass you to my colleague.”
On average, Britons spend an astonishing two hours on the phone attempting to sort out utility-related matters – this poor customer service has prompted many to reconsider their options.
However, the inconvenience of changing prevents 32 per cent from making a move, and 26 per cent worry they might end up with a provider that’s even less competent.
This Valentine’s Day, Utility Warehouse is offering a helping hand to customers eager to switch providers. The company, which has been recognised as a Which? Recommended Provider for Energy Companies 2025, has set up a special “break-up” helpline to assist consumers in moving away from their current suppliers.
Robyn Hyde of Utility Warehouse remarked, “Too many people are stuck in frustrating relationships with their suppliers. This Valentine’s Day is the perfect time to make the move and break free from bad customer service.”
To bring a bit of fun to the switching process, Utility Warehouse has introduced a quiz that likens managing utilities to romantic relationships. The quiz draws parallels between how we manage our utilities and our real-life relationships.
Dating and relationship expert Sarah Louise Ryan, who helped design the quiz, noted: “Personal relationships and dating styles may feel completely separate to the way we approach our connections to energy, broadband, or mobile contract providers. But a person’s romantic style often directly reflects their outlook on utilities.”
She elaborated: “The quiz helps consumers identify their relationship type with their provider, helping them understand their real wants and needs – and resulting in a better match.”
The “break-up helpline” offered by Utility Warehouse available this weekend.
TOP 30 CUSTOMER SERVICE BUGBEARS
- Not being able to speak to a real person
- Suddenly being cut off after being on hold
- Long waiting times in queues
- Automated responses that don’t address the issue
- Being asked to repeat your issue multiple times
- When customer service staff are rude
- Promises of follow-up that don’t happen
- Being transferred repeatedly without resolution
- Agents who don’t listen properly
- Being told you are ‘next in the queue’ on the phone and still waiting for ages
- Generic, scripted responses instead of personalised help
- Overly complicated phone menu options
- Terrible hold music
- Being asked to contact different departments for basic queries
- No option to ring back if you get cut off
- When the person you are speaking to can’t help you
- Lack of empathy from staff
- Lack of product knowledge from staff
- Being put on hold without explanation
- Unclear or contradictory information
- Overly pushy upselling during a support call
- Frequent disconnections in live chat or calls
- When online chat support disconnects without warning
- Being forced to explain why you want to cancel a service
- Limited service hours for support
- Being offered no alternative when a solution isn’t possible
- No way to track the status of a complaint or query
- Blaming the customer for the issue
- Not being informed of delays or status changes
- Staff who redirect blame to other departments