Customer feedback

Primark blames ‘unseasonal weather’ for sliding sales

Primark has blamed three periods of unseasonable weather for an annual decline in like-for-like sales. The fast fashion retailer, owned by Associated British Foods, said sales fell 2.1% for the year to 15 September. That decline came despite a 5% rise in total sales, driven by opening 15 new stores in nine countries totalling another […]

It’s Official: Consumers like Bots

While bots are often cited as a reason for poor customer service, new research from Genesys® finds many U.K. consumers do not rank them high on their list of frustrations. In fact, when asked about the most irritating issue in customer service, only 8.6% of consumers cited speaking with a bot, debunking numerous trending perspectives […]

One in four supermarket shoppers say they would be swayed by targeted discounting

New research from Go Inspire Group has revealed that targeted discounting (otherwise known as personalised pricing) that offers regular discounts on a proportion of products that a shopper regularly buys, can have a substantial effect on where people focus their supermarket shopping. The new research commissioned by Go Inspire Group reveals that around one in […]

Consumers want a blend of technology and human input in their retail experience

As technology becomes an ever more prevalent part of our everyday lives, there are signs that consumers are becoming increasingly accepting of its role in their shopping experience – such as through the presence of automated self-service computer screens in-store or chatbots through the online channel. However, there remains a strong desire amongst consumers to […]

Payday lender tops banking complaints table: Barclays runner up

Payday lending giant CashEuroNet, which owns Quick Quid and Pounds To Pocket, is the most complained-about banking and credit business. Complaints against the payday lender trebled to 4,692 in the first six months of the year, said the Financial Ombudsman Service. The high-cost credit company knocked Barclays Bank off the top of the table, with […]

Almost all business owners value customer service over price when shopping online

When it comes to B2B e-commerce, customers favour high-quality customer service over delivery speed and competitive pricing, according to new research. The survey of 1,000 UK B2B consumers, conducted by full service e-commerce agency, PushON, found that almost one hundred percent of people procuring business products, including computer software, furniture and office supplies, value customer service […]