Poor service affects 9 out of 10 consumers

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Nine out of ten consumers have suffered tradesmen and delivery firms turning up late for appointments, research commissioned by TomTom has revealed.

The study conducted by TNS also found that more than a quarter claimed to have experienced poor punctuality on a regular basis. And 73 per cent said they were frequently kept in the dark about delays.

The study also revealed that 96 per cent of consumers were not typically given precise appointment times by delivery and service companies, with three-quarters usually being given morning or afternoon timeslots at best.

Thomas Schmidt, managing director of TomTom Business Solutions, said: “Clearly companies are failing to meet expected levels of service, with factors such as traffic and a lack of fleet management information contributing to regular late arrivals and unsatisfied customers.

“Fleet management technology has helped thousands of businesses realise significant efficiency gains, and in some cases, meet strict service level agreement targets.”

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