Customer feedback

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 […]

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 […]