Customer feedback

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. […]

E.ON best on small businesses energy complaints table with extra energy the worst

A new energy complaints league table for small businesses has named Extra Energy as the worst performer, mainly for sending out large catch-up bills after lengthy delays and demanding quick payment. Citizens Advice said E.ON had delivered the best performance in its first quarterly table to allow small businesses to compare how well suppliers are […]

Brands underestimate the emotional impact on customers of breaking their promises

A new study reveals that brands lack important understanding of the emotions that drive customer loyalty and significantly undervalue the negative impact of failing to deliver on customer expectations. Conducted by customer experience optimization leader InMoment, the annual CX Trends Report reveals how consumers and brands prioritize various aspects of the customer experience, examining where […]

Customers want businesses to do much more to prevent cyber security breaches

The majority of consumers fear they will be victims of a breach, and less than a third believe firms are taking data protection seriously. According to research by Gemalto, 58 per cent of customers are worried about such incidents and just 29 per cent think companies are doing enough to protect their personal data. Insecure firms […]