Customer feedback

eCommerce delivers no value 30% of the time says retailers

Retailers in the UK expect 30% of all their eCommerce work to give them back no value, according to a new study commissioned by digital commerce experts Greenlight Commerce. The study, which questioned 100 UK based eCommerce decision makers within the retail sector, found 99% of retailers are facing some sort of eCommerce challenge, with the […]

Three in four 18 – 34 year olds rate experience over products

A new survey of 1,000 UK consumers from leading retail and shopper marketing agency, Savvy takes a closer look at how UK consumers have been getting involved in live brand experiences, the different types of activity that appeal to them and it also assesses the building blocks of great live campaigns. “The way people consume […]

Goldcar is the worst company for customer service ever says Watchdog

Goldcar has come bottom of Which?’s annual car hire survey – with customers complaining about having their holidays ruined by pressure-selling, rude staff and shock charges. The Spanish firm has been rooted to the bottom of the rankings for five of the last six years – with two in five (38%) car hire customers saying […]

Fraudsters stole £7m from holidaymakers in 2018

More than 5,000 people were the victims of holiday booking fraud last year, with their total losses amounting to £7m, research suggests. Travel association ABTA said victims lost an average of £1,380 each, having bought bogus airline tickets, accommodation or organised tours. It said fraudsters were using increasingly sophisticated methods to target people looking for […]

TalkTalk still not doing the walk walk when it comes to customer complaints

TalkTalk has failed to improve its standing on customer complaints in Ofcom’s annual survey – the broadband provider has come bottom of the table for the third year running. In 2017 it shared the honour with Virgin Media, but in 2018 and 2019 the prize was all TalkTalk’s. Its customers were most likely to be unhappy with the outcome […]

SAS pilot walkout leaves thousands of passengers stranded

Scandinavian airline SAS has cancelled hundreds of flights globally leaving thousands of passengers stranded after pilots in Norway, Sweden and Denmark went on strike. SAS said 673 flights would be cancelled on Friday affecting 72,000 passengers. It said it was “deeply regretful” about the negative impact on customers. The pilot walkout comes after negotiations over pay […]

Customers reveal the worst insurers when it comes to claims

The AA and RSA Insurance Group are the worst insurance providers for handling car and home insurance claims respectively, according to a new Which? survey. The consumer champion surveyed 2,111 car insurance customers and 1,456 home insurance customers who had made an insurance claim in the last two years – asking them about their experience […]

Virgin Trains calls for passenger standing ban on long distance trains

Virgin Trains has proposed an end to standing on long-distance journeys by managing rail services like flights. The firm argues seats should be sold as reservation-only, as part of a broader break-up of the rail franchise system. The firm, which operates trains on the West Coast Main Line, said customers should have to book a […]

Size matters as Which? survey reveals the best and worst mobile networks

Vodafone has been rated as the UK’s worst mobile network provider for the eighth year in a row, in consumer lobby group Which?’s eighth annual survey. EE and O2 also finished in the bottom three. Virtual network provider Giffgaff came top of the poll, ahead of Utility Warehouse and Plusnet Mobile. Which? said the study proved […]