Consumer Consultation
in the New Millennium

NfCG recently conducted a survey - Consumer Consultation in the 21st Century - to find out what members think and what their priorities are in the realm of consumer consultation. The respondents’ concerns are particularly interesting. They said:

LOCAL CONSULTATION

It is overwhelmingly thought that grass roots consultation at local level is important (88% Yes), and that the voice of local consumers is not adequately heard (73%). Over three quarters of consumers (76%) are not happy with local government customer relations practice.

NATIONAL CONSULTATION

Even more consumers (93%) are certain that they should be consulted at a national level. This illustrates the role of organisations like NfCG because 78% feel that currently consumers are not adequately heard. Once again 75% think customer relations practice in national government is unsatisfactory.

EUROPEAN CONSULTATION

Fewer consumers (64%) seek consultation at European level, but 81% believe what is in place is unsatisfactory

TRADE AND INDUSTRY ORGANISATIONS

Over 82% of consumers believe their views are not adequately heard by industry and trade bodies; and 73% think current levels of consumer relations practice is unsatisfactory both in services and products.

COMMENTS

• Respondents note that their answers depend upon the topic/subject/issue in question.
• Some note improvements, others, that views are beginning to be sought or taken into consideration.
• Many consider that meaningful consultation is required with views being heard, accommodated and acted upon.
• The survey went on to identify areas of dissatisfaction. Because it was left to respondents to write in their choices, a wide and disparate selection of topics resulted.

Here we comment upon those most mentioned.

UTILITIES

Many think the standards of service in utilities could be improved with consumer consultation, and call for improved information, communication and regulation.

TRANSPORT

Once again improved consumer consultation came out strongly, plus a call for more systems integration and improvements & flexibility in local services.

BUILDING

An improvement in standards and regulation is sought in the building industry.

DOMESTIC APPLIANCES

A quarter of respondents wrote in their wish for longer warranties on domestic appliances, and better organised appointment systems.

OTHERS - RETAIL

Improvements in retail worker training is a popular added request.

BURNING TOPICS

Remembering that this write-in question particularly asked for topics: "... upon which you believe consumer consultation is important.." It is interesting that in each area a particular subject was well ahead of all others.

GOVERNMENT

Consumers see a real role at both local, and national government levels in improving transport by consultation.

INDUSTRY

Respondents recorded that consumer consultation could improve redress and an understanding (for both sides) of food safety issues with particular reference to genetically modified foods.

OTHER SUBJECTS

Once again Health and Safety came out strongly as an area for consumer consultation.

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