Talkmobile: More than 10% of Britons have stopped complaining, saying it isn't worth the hassle
Talkmobile's study also shows that automated chatbots deter 25% of people. Only 13% of consumers are willing to use online chat.
What's happening
According to Customer Service Manager Magazine, Talkmobile's study found that more than 10% of Britons have completely stopped complaining, convinced it isn't worth the hassle. The same article reports that 50% of men are willing to complain, compared with 40% of women; 35% of people hope that by complaining they can prevent the problem from happening to someone else.
Whose desk it lands on
The executive responsible for customer experience. When customers stop complaining, can you tell from your complaint numbers?
Our view
The CX Brief's interpretation, not a claim made by the source.
A drop in complaints shouldn't be taken as proof of satisfaction: in Talkmobile's study, more than 10% of Britons have given up complaining altogether, saying it isn't worth the hassle. And since automated chatbots deter 25% of people, the complaint channel itself may be part of the silence.
Source
Source:Talkmobile
Reported by: Customer Service Manager Magazine·October 13, 2026
Conflict of interest: The research is Talkmobile's own, not the work of an independent research firm.
Read it on Customer Service Manager Magazine →
