Insurance Age

Customer service deteriorates says Grass Roots report

Customer service in the financial services sector has deteriorated over the last ten years, according to a report by Grass Roots. Based on the reports of 1,775 mystery shoppers, the report concluded that customer service (using objective criteria) had fallen by 3.3% over the past decade. The Are You Being Served Report compared the results of this survey with those of 1995.

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