Transport sector remains rock bottom for customer satisfaction
A score of 70.8 out of 100 in the July 2019 UKCSI means that the sector is 6.3 points below the UK all-sector average
Gatwick trial aims to improve boarding times
The trial is seeking to improve the customer experience and reduce delays
Whirlpool under fire again for faulty dryers
An investigation has found that the organisation tried to ‘silence’ affected customers and was slow to correct the problem
MPs slam banking IT failures
Treasury Committee report criticises the level of IT failures at banks
QuickQuid collapses, leaving compensation claims up in the air
The UK’s biggest payday lender has fallen into administration, leaving thousands of customers in limbo
Fake Amazon reviews risk misleading consumers
Research by consumer group Which? found that Amazon is failing to prevent fake positive reviews
Ofgem outlines plans to tighten regulations for energy firms
The move by the industry watchdog comes after a series of recent failures by suppliers
Three Mobile outage leaves customers frustrated
A network outage affected tens of thousands of users
The rising cost of a poor people strategy
We find issues all along the recruitment-retention-development continuum. Each element is equally important for a rounded people strategy, but recruitment issues are perhaps the biggest concern.
Shell to offset customer emissions at no cost
Oil and gas giant will help customers reduce their CO2 footprint
BT back on the high street with customer service also returning to the UK
Company to co-brand stores with EE and repatriate support centres
Vodafone customers hit by bills of up to Ā£10,000 following error
Vodafone customers unable to reach operator after incorrect roaming charges applied
Events and Training
We also hold regular events and webinars. Most are exclusive to our members and some are open to all business leaders and customer service professionals.
