Customer feedback

Fourfold increase in Wonga compensation claims estimate

More than 40,000 customers of former payday lender Wonga are seeking compensation with more expected to follow suit, administrators have said. The total is four times the previous estimate, accountants Grant Thornton said, although many will expect little in terms of redress. These customers have complained about being mis-sold loans they could not afford to […]

Smart speakers and baking tins go into new inflation basket

Question: “Alexa – what is now being used to help calculate the cost of living in the UK?” Answer: “I am.” Smart speakers, such as the Amazon Echo device (or Alexa), have been added to the basket of goods used to measure the movement of prices. These price movements of 700 goods and services are […]

Customers crown ASOS the king of digital CX

Leading online fashion retailer ASOS has topped a 2019 Retail Benchmark Report analysing online customer experiences, despite a dip in profits over the festive season. The in-depth study by Voice of the Customer (VoC) pioneers Maru/edr asked 780 independent consumers about their mobile and desktop shopping experiences at 12 leading and fast-growing retail brands in […]

Payday lender Wonga causing damage from “beyond the grave”

The finances of 10,500 borrowers are being “damaged from beyond the grave” by collapsed payday lender Wonga, according to a committee of MPs. Wonga fell into administration in August last year, with these customers awaiting ombudsman rulings on whether they were mis-sold loans. Many have given up hope of redress, and the Treasury Committee said […]

Metro Bank takes top spot for customer satisfaction

Metro Bank has taken top spot in an official survey of customers’ satisfaction with their banks, with the Royal Bank of Scotland ranked bottom. Despite Metro’s share price having been hit, in part, by errors in the way it accounted for some of its lending, the bank overtook First Direct to go top. Some 83% […]

New parents dissatisfied with travel brands

New research out today reveals first time parents are dissatisfied with travel brands, with 72% reporting feeling unhappy with comms from the sector. The research, conducted by advertising agency d.fferent, surveyed consumers in five key life stages about their opinions of travel brands. The results uncovered the comms desired by students, home movers, new parents, […]

Lloyds customers hit by online banking issues

The UK’s largest current account provider has reported problems with its online banking service. Lloyds Banking Group said some customers with Lloyds’ accounts faced “intermittent issues” when trying to log onto the online system. It has apologised and says it is trying to resolve the problem urgently. App services are working normally. The bank has […]

Rail user satisfaction at 20 year low

Passenger satisfaction with rail services has fallen to a 10-year low, according to the independent transport watchdog, Transport Focus. A survey of 25,000 people found 79% were satisfied overall with services, the lowest since 2008, with more than one in five passengers not satisfied. Worsening punctuality, last summer’s timetable chaos and strikes are among the reasons […]

Research proves insurance customers suffer severely disjointed customer service

A study from YouGov suggests the effect of poor customer services systems is undermining insurers’ reputation for customer service and attempts to offer more personalised services that promote customer retention. Until only a few years ago, when contacting an insurance provider almost all interactions took place via a contact centre using a landline phone, however […]