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Delivery brands worst at customer service, Trustpilot data reveals


Delivery company Deliveroo had the highest number of negative Trustpilot reviews over the last 12 months with 33% bad reviews, according to a new study by CareCheck.

The Disclosure and Barring Service ( DBS ) check provider curated a list of the top 10 UK brands according to Statista for 2022 and used data from Trustpilot to analyse poor customer service reviews about each. CareCheck then aggregating the data by industry, calculated the percentage of negative reviews for each brand to reveal the industries with the worst-rated customer service.

The study found stories of rude and dishonest customer service agents, as customers struggle to get refunds and feedback on missing deliveries.

It added for consumers of delivery brands, speedy service is essential. In the event that issues arise, customers want to know that they will receive quality customer service.

Furthermore, technology brands also rated poorly. CareCheck added that as consumers now increasingly rely on digital brands, tech firms are regarded as the top brands of 2022, however consumers continue to criticise their subpar service.

A spokesperson at Care Check responded to the data, stating: “Client satisfaction is so important to your customers that 86% are willing to pay more for better service. But on the other hand, having bad client interactions results in higher costs. In fact, according to recent surveys, 89% of customers stop doing business with a company because of a bad customer service experience.

The firm advised companies look into the employment history of prospective employees before hiring. “It may reveal some red flags that you usually wouldn’t notice” the spokesperson said.

“A background check approach ensures that your clients are always safeguarded and taken care of by reliable staff. To ensure clients are respected, businesses must hire dependable employees without a history of abusing their position of authority.

“By fostering an atmosphere where customers feel heard, valued, and respected, you may keep your current clients happy and turn them into brand ambassadors eager to share their positive experiences with others. That matters a lot”

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