Customer behaviour

Consumers’ access to cash should be protected in digital world

Consumers’ access to cash as an alternative to digital payments should be protected by a dedicated regulator, two influential organisations say. Consumer group Which? and the Federation of Small Businesses say ATM and bank branch closures risk leaving people struggling to pay in shops. Hundreds more cash machines have closed in recent months, with a […]

Trustpilot to tackle customer review cheats

The business review site Trustpilot is making it easier for the public to detect when companies try to suppress complaints posted to its platform. The service is to reveal how many reviews each company has flagged for investigation over the previous year, which causes them to be hidden. It will also disclose how many of […]

Best selling cars at high risk of ‘keyless theft’

Hundreds of popular cars – including four of the five best-selling models in the UK – are susceptible to “keyless theft”, new research claims. Consumer group Which? found the Ford Fiesta, Volkswagen Golf, Nissan Qashqai and Ford Focus were all at risk. Thieves are increasingly thought to be using technology to bypass entry systems on […]

Consumers increasingly accepting of human-mimicking robots in customer service

As Google Duplex inches closer to becoming a reality, new research by Aspect Software has revealed that over half of consumers (52 per cent) would be comfortable communicating with a customer service robot that closely mimics human behaviour over the phone. While this indicates a growing acceptance of customer service technology that is increasingly human-like, […]

Netflix boosts subscriber numbers to nearly 140 million

Netflix ended 2018 with more than 139 million paid subscribers, adding 8.8 million members in the three months to 31 December. The streaming giant said the growth reflected the success of its original programmes, such as Bird Box and Roma. Netflix-original material now represents the “vast majority” of its most popular shows, executives said. Television […]

No tears at online retailer Boohoo as sales rocket

Sales at Boohoo grew strongly in the last four months of 2018, in another sign that people are choosing online shopping over the High Street. The online fashion retailer, which also owns the PrettyLittleThing and Nasty Gal fashion labels, saw revenues in the four-month period jump 44% to £328.2m. It revised its revenue growth forecast […]

Institute of Leadership & Management (ILM)

Holiday makers hold on ‘Sunshine Saturday’ as they prepare for spring bookings

New research on holiday booking habits from Monetate reveals that despite ‘Sunshine Saturday’ (the first Saturday in January) supposedly being the busiest travel booking day of the year, most UK consumers are not ready to commit to a trip just yet this January. Whilst 21% of UK consumers will be purchasing holidays this month, over half (53%) look for trips at other times in the […]

Amazon and eBay evict sellers amid VAT crackdown

Thousands of overseas sellers have been evicted from online marketplaces in the UK such as Amazon and eBay owing to a tax crackdown. Businesses, mostly from China, sold items including British flags, phones and fake eyelashes but evaded VAT. HM Revenue and Customs (HMRC) sends notices to seven different online sales sites if it discovers […]

More credit unions falling but membership growing

Nine credit unions went bust last year, the highest number of collapses since 2010 when 10 went into default. It brings the total that have gone under in the past decade to 73. Despite this, the number of credit union members has risen by 250% over the same period and more than two million people […]