Why Customer Experience Matters Now More Than Ever, and How Dawleys Delivers It
When 78% of consumers report feeling frustrated with customer service (New Britain, 2024), excellent service isn’t just a “nice to have” — it’s a strategic imperative.
At Dawleys, we understand that in an age of automation and endless hold music, real service creates real value. That's why we place our clients and their customers at the heart of everything we do.
Why Does Customer Service Matter So Much?
Because it defines your brand.
- According to the UK Institute of Customer Service, satisfaction levels are at their lowest in a decade.
- Nearly 1 in 4 consumers had a poor service experience in 2024.
- Poor service cost UK consumers £298 million last year alone due to unresolved issues and wasted time (Which?).
- A staggering 27.3 million hours were lost to chasing customer service teams, particularly in energy and broadband sectors
These figures aren't just frustrating—they're expensive. For your business, poor service can cost loyalty, reputation, and ultimately, revenue. Conversely, according to Huntswood, three-quarters of customers will stay loyal if their complaint is resolved well. The same number will leave if they feel ignored or undervalued.
What Are Customer Really Looking For?
It’s not just about answering queries. Today’s customers want:
- Empathy: Someone who listens and cares.
- Competence: A quick and accurate solution, the first time.
- Transparency: Clear updates with no hidden terms.
- Speed: Nobody wants to spend 40 minutes on hold.
These expectations are rising. In a world where bad service is often the norm, good service becomes your competitive advantage.
How Dawleys Sets the Standard
At Dawleys, we don’t see customer service as a cost — we see it as your brand’s voice.
Here's how we deliver:
- Real People, Real Time
We don’t hide behind bots. Your customers will speak to trained agents who are empowered to solve problems, not pass them on.
“Companies that perform best are those that pick up the phone – or an email – and listen.” – Jo Causon, CEO of the UK Institute of Customer Service .
2. Omnichannel Support
Your audience is everywhere, so we are too. Dawleys provides customer service across voice, email, web chat, social media and even post, all with consistent quality.
- Tailored Solutions
We know no two businesses are the same. Our services are flexible, scalable and always aligned with your brand tone and goals.
- Full Service
We support your business to ensure you're never missing opportunities, or complaints.
- Empowered Staff
We believe in training and trust. Dawleys staff are equipped with the authority and empathy to act in the moment.
- Complaints Handling That Builds Loyalty
Every complaint is an opportunity. Our resolution rates consistently outperform industry benchmarks, because we act fast and with integrity.
Your Customers Expect More, We Help Your Deliver
In a market saturated with automation and cost-cutting, human service stands out. Good customer experiences are shared, remembered, and rewarded — especially when trust is low.
Frequently Asked Questions
Why should we outsource customer service to Dawleys?
Because you need a partner, not a provider. We operate as a seamless extension of your business, preserving your brand integrity and enhancing your customer relationships.
Can Dawleys handle industry-specific support?
Absolutely. We have experience in the utilities, retail, logistics, finance, and government sectors. We tailor training, scripts, and workflows to your market’s expectations.
How do you measure service quality?
Through a blend of KPIs: first contact resolution, average handling time, customer satisfaction (CSAT) and net promoter scores (NPS). Transparency and reporting are part of every SLA.
Will we lose control over the customer experience?
Not at all. You retain full visibility, and we work collaboratively to reflect your brand values. Think of us as your customer service co-pilot.
Good Service Is Good Strategy
Poor service can undo decades of goodwill. But as brands like Timpson, Nationwide, and John Lewis have demonstrated, investing in people and processes pays off.
Investing in great service doesn’t just make your customers happy — it drives loyalty, improves your reputation, and sets you apart in a crowded market.
At Dawleys, we turn your customer service challenges into your biggest strength. Whether you're looking to scale, solve complaints quickly, or improve consistency, we work with you to create a seamless and standout customer experience.
Lets make great service your brand advantage
At Dawleys, we help you turn customer service from a pain point into a competitive edge.
Talk to us today about creating a responsive, resilient, and remarkable customer experience.
Resources
https://www.thisismoney.co.uk/money/bills/article-13611795/Which-companies-best-customer-service-Survey-shows-10-firms-par.html
https://www.zendesk.co.uk/blog/customer-service-statistics/
https://www.which.co.uk/news/article/poor-customer-service-cost-energy-and-broadband-customers-298-million-last-year-aNOTq0n4itHK
https://www.huntswood.com/uploads/documents/Complaints-Outlook-2021.pdf