Tips for good customer service worth £6.3 billion

On average, Britons tip £13.20 a month for good service – equivalent to a staggering £6.3 billion a year – according to a nationwide poll on customer service carried out by insurance provider, RIAS. The 'Are you being served?' study, published during this year's 'National Customer Service Week', shows that three quarters of people (75%) tip more or as frequently now as they did six months ago, and only one fifth (21%) have changed their habits due to the recession. The fact we're still a nation that continues to recognise great service will come as particularly good news for the hospitality industry. New regulation, announced by Business Secretary Lord Mandelson, means it is illegal for bars and restaurants to use tips to bring their employee pay up to the minimum wage, and that a greater share of the tips given by consumers for good service will go directly to those who have delivered the service. However, an increasing number of consumers are becoming more confident in complaining. Over nine out of ten (93%) people complain if they experience poor service, with over a quarter (28%) voting with their feet. The over 50s are also the most discerning customers when it comes to good service and the most likely to take a stand, with 94% not prepared to tolerate poor service. Asking to speak to someone more senior (29%), making a verbal complaint (28%), and going elsewhere (28%) are the top strategies for dealing with bad service across the nation.