Complaints about nuisance calls saw freak drop of 57% in 2022

The variety of nuisance calls and texts reported to the Data Commissioner’s Workplace (ICO) dropped by 57% in 2022, a Freedom of Data (FOI) request from know-how firm Quadient has revealed.

The ICO obtained 56,015 complaints about nuisance calls and texts in 2022, lower than half the 131,491 obtained in 2021 and fewer than in any 12 months since 2019. General, there have been 32,317 complaints about dwell calls (down 35%), 13,790 about automated calls (down 74%) and 9,908 referring to SMS textual content messages (down 57%).

Potential causes for this extreme drop embrace:

• A file variety of shoppers utilizing Open Banking rules to name it a day with their current financial institution and begin a extra wholesome relationship with a competitor.
• New client targeted FCA guidelines bettering clients’ relationships with their insurer.
• Power suppliers retaining contact to a minimal throughout a interval of unfavourable information for the business.

“It may appear unbelievable to see the variety of complaints greater than halve, particularly relating to typically intrusive and impersonal automated calls – nevertheless we can not know for positive till we all know the rationale for it,” mentioned Andrew Oldham, UK CXM director, Quadient. 

“This can be a brand new period in business-consumer relations, it may very well be a one-off resulting from exterior elements, or it might even be as a result of shoppers are so disheartened with nuisance calls that they’ve given up complaining. Whatever the cause, organisations can not relaxation on their laurels. They should stay firmly targeted on their clients and comply with finest practices to make sure the numbers don’t shoot again up.”

Halved banking complaints counsel a return to the norm

There have been 4,373 complaints associated to banking, virtually half (47%) the quantity made in 2021 (8,202). Nevertheless, this determine continues to be greater than the 4,183 reported in 2019, suggesting 2022 represents a return to the norm moderately than actual progress, and that there are nonetheless enhancements to make.

Regardless of the variety of total complaints about automated calls dropping considerably, the two,904 reported in banking dwarfed the numbers on dwell calls or texts. Banks should take into account whether or not the associated fee financial savings of switching away from utilizing dwell brokers are as an alternative making a unfavourable influence on buyer relationships.

“Wanting on the causes for this drop, the continuing success of Open Banking means a file variety of folks switched their present account final 12 months. Beginning afresh with a brand new financial institution, and ideally an improved relationship, might have been a driver for some folks to complain much less,” mentioned Andrew Stevens, principal, Banking, Monetary Providers, and Insurance coverage, Quadient. “On face worth the outcomes point out banks’ investments in coaching and scripts for dwell calls are paying off, with fewer than one thousand complaints made about dwell calls.”

Insurers present gradual however regular enchancment

The variety of complaints referring to insurance coverage (3,187) was down by lower than different key industries, dropping 13% from 2021’s 3,851. The overwhelming majority of complaints – 2,875 – have been associated to dwell calls, suggesting that that is nonetheless insurers’ most well-liked technique of speaking with clients.

“The insurance coverage business has shifted in favour of shoppers within the final 12 months, with new FCA guidelines delivering fairer residence and motor insurance coverage premiums,” mentioned Mark Summers, head of insurance coverage – Enterprise, Quadient. “This shift may also have an effect on calls to clients, with fewer advertising calls made by insurers providing low cost introductory charges. Whereas the truth that insurers are targeted on dwell calls as an alternative of SMS or automated calls suggests a deal with true one-on-one communications, there’s evidently nonetheless work to do to make sure that each contact is seen as related and helpful by the patron.”

Power suppliers energy down complaints

There have been 1,313 complaints referring to vitality provide, down greater than half from the two,602 reported in 2021 and virtually two thirds (64%) in comparison with 2019, suggesting 2022 was a extremely uncommon 12 months. This 12 months, most complaints (883) have been about dwell calls, suggesting suppliers may determine situations the place different channels are extra applicable.

“Power suppliers have had numerous unhealthy information to speak as costs spiked over the past 12 months, so it may be stunning to see the variety of complaints fall. One clarification is that suppliers may have determined to maintain communications to a minimal, probably limiting the variety of unfavourable interactions with clients,” mentioned Alan Newman, enterprise supervisor – Utilities and Telecom, Quadient.

“Corporations are already utilizing know-how to cut back the necessity for attainable nuisance calls – as an illustration, many permit clients to offer distant meter readings at a time that fits them, moderately than calling to ask for a studying. If corporations can preserve buyer communication as straightforward and frictionless as attainable, they need to see a constant fall within the variety of complaints.”

Extra insights

Most nuisance calls have been reported to start with of the 12 months, with the very best numbers in January, February, March and April earlier than a second peak in November. This means that whether or not they’re from official corporations or in any other case, nuisance callers are following a definite sample of behaviour.

There have been additionally indicators that some calls have been virtually definitely spam. As an illustration, there have been 892 complaints about calls associated to COVID-19, and 262 associated to PPI, despite the fact that the PPI deadline handed in 2019. To keep away from being related to spammers and scammers, companies have to be completely sure they’re not contacting folks referring to points whose relevance has largely handed.

Complaints round pensions fell by the most important proportion, dropping 67% to 113. Conversely, playing nuisance calls bucked the development – complaints elevated by 28% year-on-year. And eventually, shoppers are equally irritated by nuisance calls round grownup content material (225), name blockers (219) and payday loans (258).

Month-to-month information for 2022

Complete throughout final 4 years

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