Independent hotels some of the best at handling complaints

Independent hotels are among the very best businesses in the UK at dealing effectively with complaints, according to the latest National Complaints Culture Survey.

However, the wider leisure sector - including hospitality - isn’t as successful, out-performing financial services, utilities and the public sector but tailing retail, IT and manufacturing, in appeasing angry customers.

Bad complaint management is costly, with 15% of hospitality customers never returning to a business if their gripes are mishandled. Most (89%) of those surveyed tell others about their bad experiences.

Published by TMI with the Institute of Customer Service, a full copy of the report is available at: 01527 851741.

By Alix Young

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