Customer feedback

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 […]

Ticket resale company determined to sit outside the law say campaigners

Campaigners say ticket resale company Viagogo is not fully complying with a court order to reform its practices. In November, the firm was required to improve the information it gives to consumers, including details of the seller and seat numbers. The company now insists it is compliant with the legal requirements. But ticketing expert Reg Walker […]

Ryanair named worst short haul airline – for the sixth year in a row

Ryanair has won the dubious honour of the UK’s least-liked short-haul airline for the sixth year running. The results from a Which survey of airline passengers ranked Ryanair at the bottom of 19 carriers flying from the UK. The top five were Guernsey-based Aurigny Air Service, Swiss Airlines, Jet2, Norwegian and Dutch carrier KLM. A […]

Economy Energy banned from taking on new customers

Energy supplier Economy Energy has been banned from taking on new customers until it improves its customer service. The energy regulator, Ofgem, said the ban would remain in place for three months to allow the firm to improve its customer contact procedures. It must also address billing and payment failures, and issue customer refunds in a […]

New research unveils the hidden opportunity of customer correspondence

New research has shed fresh light onto the way customers prefer to receive correspondence from their suppliers, confirming the value of functional communications in building customer relationships and revealing changing consumer expectations as technology evolves. The survey of 2000 consumers was conducted by OnePoll on behalf of outsourced communications provider Opus Trust Marketing. It uniquely focuses on account-related communications […]

Black Friday shoppers buying more items but spending less says Barclaycard

UK shoppers on Black Friday have been buying more items but spending less, credit card data suggests. Barclaycard, which processes half of all UK card payments, said that by 15:00 GMT it had seen 10% more transactions from a year earlier. However, the value of spending was down 12% on last year. Separate data suggested […]