Consumer survey reveals extent of ‘walk away £’
27th July 2006
Most disabled people have had to 'walk away' from making a purchase in the last year, according to an online survey by Employers' Forum on Disability (EFD).
Eighty-three per cent of people taking part in the survey said they have been unable to access business premises or subjected to poor service - choosing to shop elsewhere.
Inaccessible premises were the main reason, but other factors included rude staff and unwillingness to make adjustments along with inaccessible websites and telephone systems.
The survey, answered by visitors to the Royal Association of Disability and Rehabilitation (RADAR) and Direct Enquiries websites, also revealed that almost a fifth of disabled people experience barriers when trying to make a purchase on a frequent basis.
Rick Williams, managing director of disability consultancy Freeney Williams, who is visually impaired said: "Disabled people make choices about spending money in the same way as everyone else and at the same time, we are likely to tell others about our poor experience.
"We want to shop easily and be valued and be respected as customers. If businesses don't do this why should we spend our money?"
Agnes Fletcher, of the Disability Rights Commission said: "This survey shows how many businesses in Britain may be potentially breaking the law by not making their services user friendly to disabled people and those with long term health conditions.
"Inaccessible services are badly run services because they're closing their doors to new and continued business.
"Disabled people have huge spending power - around £80bn a year - so businesses need to ensure their services are barrier free and open to everyone."
Three types of businesses caused problems to at least 50 per cent of respondents - public transport, restaurants and pubs, and corner shops.
Jack Upton, of EFD member McDonalds Restaurants, responded to the survey results by saying: "At McDonald's, over 2,000,000 customers eat in our restaurants every day.
"Customer service and ease of access are critical to the success of our business and, with one in three of us either disabled or close to somebody who is, we strive to deliver high levels of service in and accessibility to our restaurants. For example, approximately 99 per cent of our restaurants have "level access.
"That said, we are constantly reviewing our facilities and considering options to improve our service and restaurants - from staff training about best possible service to disabled customers to using the latest design innovations in our restaurants.
"It makes good business sense for us to maximise accessibility to our restaurants."
The results of the 'Walk Away £' survey also revealed that 66 per cent of disabled people chose to shop where they have received good customer service related to their disability, and 58 per cent said the way in which businesses treat them affects the shopping habits of family and friends.
Most disabled people - 78 per cent - are solely or mostly responsible for their household spending.
Ends
Notes to editors
- The 'Walk Away £' survey was undertaken by RADAR, the national network of disability organisations and disabled people, and Direct Enquiries, on behalf of Employers' Forum on Disability.
- Direct Enquiries receives in excess of 1.2 million hits per month from people looking for businesses and services they can access.
- 373 people with disabilities took part in the 'Walk Away £' survey, with respondents reporting a range of impairments - 976 in total - with many having multiple impairments.
- 170 of the respondents were wheelchair users.
- Full results of the 'Walk Away £' survey of disabled customers will appear on the Employers' Forum on Disability website http://www.realising-potential.org/
Media enquiries, please contact:
Liz Nightingale, Communications Manager
Employers' Forum on Disability
Email: liz.nightingale@efd.org.uk
Telephone: 020 7403 3020
About Employers' Forum on Disability
Employers' Forum on Disability is the employers' organisation focused on disability as it affects employers and service providers. With over 400 members, EFD represents organisations that employ around 20 per cent of the UK workforce.Since its establishment in 1991, EFD has worked closely with government and other stakeholders, sharing best practice to make it easier to employ disabled people and serve disabled customers.