Consumer action monitor report

Find out more about consumers' attitudes towards the goods and services they use, how they react to poor experiences, and how behaviours are changing.

Consumer action monitor report

The Consumer Action Monitor report (CAM) is the most comprehensive multi-sector survey of its kind in the UK. The CAM report gives an insight into consumer attitudes on the goods and services they buy and use.

Now in its sixth year, the Consumer Action Monitor (CAM) Report 2019 is a trusted and respected barometer of customer service and customer experience in Great Britain.

As well as being able to compare responses and trends from the last five years, this year we’re also using pioneering technology called Implicit Attitude Testing (IAT).

With this technology we’ve been able to delve into the mind of the consumer to understand what they really think, what motivates them, what satisfies them and what makes them unhappy.

By using IAT, we’re able to paint a more in-depth picture of the complex modern consumer and generate a far more accurate and honest understanding of the ever-changing complaints landscape.

With deeper, meaningful insight into the data we have an opportunity to look beyond the figures and behind the stats. With this new knowledge, we can help to transform customer experiences and empower businesses to develop long-term trust with their customers.

Click here to download our 2019 report.