Disabled consumers across the UK continue to face significant barriers when trying to access products, services and customer support, according to new research published today by the Business Disability Forum (BDF).
The findings, based on a survey of over 1,000 disabled adults, reveal that more than a third (37%) believe their experience as customers would improve if staff had a better understanding of disability and how different conditions affect their needs. The study points to persistent gaps in accessibility, awareness and service design, despite years of campaigning and guidance.
The research highlights that three in ten disabled people (30%) say it remains harder for them to find and purchase products or services suited to their needs compared with non-disabled customers. A further 22% report difficulties accessing good customer service, reinforcing concerns that many businesses still fail to meet basic accessibility expectations.
Diane Lightfoot, chief executive of the Business Disability Forum, said the findings should prompt businesses to rethink how they serve nearly one-quarter of the UK population.
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