A new poll has revealed the nation’s top 30 biggest customer service bugbears including rubbish hold music, no option to call back if you get cut off – and not being able to speak to a real person.
A third said automated chat bots don’t solve their issues properly (Image: Getty Images)
A poll of 2,000 adults found that long waiting times and having to repeat the same issue to multiple staff were among the most frustrating aspects of dealing with companies over the phone.
These common issues, along with others, made up a top 30 list of the most complained-about service experiences.
More than a quarter of respondents admitted they couldn’t remember the last time they had a positive customer service experience – highlighting the strain many feel when seeking help from companies.
Among the frustrations, 28% were annoyed by rude staff, while 34% said automated responses fail to properly address their problems.
The research also found that four in 10 people avoid contacting their utility provider altogether because they expect the process to be stressful. Even more concerning, 80% feel that utility companies simply don’t care about solving their customers’ problems.
Common phrases like, “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” were identified as the most aggravating things to hear when calling a customer service line.
Brits can spend over two hours on the phone to customer service ( Image:
Getty Images) According to the findings – commissioned by Utility Warehouse – the average Brit spends two hours on the phone with their provider when trying to resolve an issue.
Poor customer service was flagged as the leading reason people would consider switching providers, but the hassle of switching stopped 32% of respondents, while 26% feared they might end up with a provider offering even worse service.
In an effort to turn the tables, Utility Warehouse, a Which? Recommended Provider for Energy Companies 2025, is running a Valentine’s Day campaign – this weekend – to help Brits ‘break up’ with their current providers and find one that truly cares.
They’ve even created a light-hearted quiz to help users understand the parallels between their relationships with utility providers and their real-life romantic styles.
“Too many people are stuck in frustrating relationships with their suppliers,” said Robyn Hyde of Utility Warehouse. “For utility companies, providing seamless, friendly, and helpful experiences is not a luxury – it’s essential.”
The campaign has seen the involvement of dating and relationship expert Sarah Louise Ryan, who helped design the utility ‘break-up’ quiz.
She explained: “On the surface, personal relationships and utility providers may seem like separate worlds. But in reality, a person’s romantic style often reflects their approach to connections with energy, broadband, or mobile providers.
“This fun quiz helps users identify their relationship type, offering a better understanding of their wants and needs – ultimately leading them to a provider that’s a better match.”
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