Customer feedback

Amazon flooded by fake five star reviews says consumer Watchdog

Online retail giant Amazon’s website is flooded with fake five-star reviews for products from unfamiliar brands, consumer group Which? has claimed. Top-rated reviews on popular items such as headphones, smart watches and fitness trackers were dominated by unknown brands, its probe concluded. Thousands of these were unverified, meaning there was no evidence the reviewer bought […]

Guinness maker Diageo to remove plastic from multipacks

Drinks giant Diageo has announced that it is removing plastic from multipacks of its Irish stout brand Guinness. Plastic ring carriers and shrink wrap will be also removed from packs of Harp, Rockshore and Smithwick’s beers, as part of Diageo’s £16m initiative. The change will be phased in with multi-can packs sold in “100% recyclable […]

Image rebuilding TSB first to pledge to refund fraud victims

TSB has become the first UK bank to pledge to refund customers who fall victim to any type of fraud. The “fraud refund guarantee” will cover cases where customers are tricked into authorising payments to fraudsters, as well as unauthorised transactions. The move comes as the bank tries to rebuild its image after an IT meltdown […]

customer service

Broadband giants offer worst deals and worst customer service says Watchdog

Britons who get their broadband from the UK’s biggest suppliers are the “most likely” to be getting a bad deal, reports Which? The consumer group’s latest broadband satisfaction survey places the big providers at the bottom of rankings for service. Customers complained about slow speeds, poor value for money, connection dropouts and general service problems. […]

Consumer want delivery updates from brands they shop with not third parties

Independent research from Narvar the post-purchase and loyalty experts, reveals that 60% of consumers are more likely to repeat-purchase from a brand or retailer that communicates with them directly after a sale. When a customer is expecting to hear from the brand or retailer after a sale, but they are passed along to a different […]

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 […]