Customer feedback

BT OWNED PLUSNET FINED FOR WRONGLY BILLING 1000 CUSTOMERS

Plusnet, an internet service provider owned by BT, has been fined £880,000 for wrongly billing more than 1,000 former customers. An investigation by watchdog Ofcom found that the ISP broke a fundamental billing rule by continuing to charge a group of customers for landline and broadband after they had cancelled services. In total, customers were […]

FOUR IN FIVE CUSTOMERS FRUSTRATED BY INCONSISTENT RETAIL EXPERIENCES

Not only do today’s shoppers expect a great service experience, they want it to be integrated and harmonised across channels. According to recent research by Manhattan Associates, two thirds of shoppers say they expect a consistent cross-channel shopping experience, yet just 22 percent claim to enjoy such an experience today. With 68 percent stating they […]

AMAZON VOTED BEST FOR CUSTOMER SERVICE BY ITS US CUSTOMERS – AGAIN

Customers have ranked Amazon #1 in the recently released American Customer Satisfaction Index (ACSI) with a score of 86. ACSI surveyed over 10,000 customers to measure perceptions of quality and value across retailers nationwide, and this recognition follows movies from Amazon Studios winning three Oscars and Amazon being ranked #1 for corporate reputation in the […]

VALUE OF TRUSTED MEDIA TO THE FORE IN AN AGE OF SO CALLED ‘FAKE NEWS’

The World Media Group (WMG), a strategic alliance of ten of the world’s leading premium media brands, was conscious of the growing demand from advertisers for better viewability performance. In addition, in an era of fake news, it wanted to explore whether ads seen on trusted media websites were viewed more attentively by consumers.  It […]

WAITROSE ICELAND AND MARKS & SPENCER ARE THE NATION’S FAVOURITE SUPERMARKETS

Shoppers gave Waitrose the award for best in-store experience, with Tesco and Asda trailing in eighth and ninth place respectively. The consumer group said Iceland was voted best for online, closely followed by Ocado, with Morrisons in third. The M&S Simply Food chain won the convenience store category. Which? surveyed more than 7,000 UK shoppers. […]