You will need to click on the image to read. Whilst this research was carried out in the US but I would think applies equally to the UK.
You would think that if these things are so b****y obvious that companies would be doing all they can to sort the problems.
The trouble is that you have one part of a company claiming to the world how customer centric it is and how it wants to deliver an outstanding customer experience and another trying to save a few dollars by cutting down on the cost of the call centre.
Always has been a problem and sadly looks as if it still is.
Nearly forgot - of course these issues are just as bad if not worse for older consumers.
Image via flickr