Re: Bigger things to worry about
Bigger things to worry about
Possibly, but there's two big complaints drivers in any industry. The first is mongo customer service fuckups (like the consequences of M&A, or any form of new large scale CRM). The second, and entirely independent of the first is the direction of what customers are paying. If prices are going up, complaints go up. If they go down, complaints subside. I've seen both many times over in different sectors and even different countries. It doesn't have to be prices rises that are the subject of complaints, but price rises set an emotional dynamic that causes people to want to complain.
You might argue that over this same timescale prices haven't come down, but in terms of average pricing, voice and data have indeed been getting cheaper, and moves to sim-only deals mean customers are paying out less, so they perceive this as "cheaper". In broadband, Vermin Media, complaint numbers have broadly doubled over the past three or so years - and that's because their service remains as mediocre as ever, but prices have risen dramatically.
There's lots more detail and complexity, but I work in a non-related large scale customer service sector, and these two things are the main drivers of rising and falling complaints over the past thirty five odd years.