Customer Satisfaction is up – but so is the time customers take to get issues resolved…

 

Customer Satisfaction is up – but so is the time customers take to get issues resolved…

The Institute of Customer Service yesterday released survey results revealing that the overall level of customer satisfaction has increased. But the survey of more than 10,000 customers also shows that customers are having to work harder to explain.

In short, it’s taking customers more time and effort to get results from the companies they contact. For example, more than half the people surveyed (51%) say we have to get in touch with businesses more than twice to get issues resolved, in the event of a problem.

The increase could be due to higher volumes of customer transactions as the economy improves. However, the increase in effort needed to resolve an issue highlights the need for businesses to do more. The Institute of Customer Service CEO, Jo Causon, says “To turn this around, a greater focus should be given to making things easier and less cumbersome for customers”.

Businesses need to do more about training their staff from the shop floor up to the board and changing the ethos of how they deal with complaints, looking in particular at more modern and popular ways of complaining, such as email, webchat and social media.

Marcus Williamson, editor of the website CEOemail.com, which provides contact details for CEOs, is not surprised by the results. He says:

“We’re seeing customers not getting the answers they want from customer service because those staff are not well trained or because they are not empowered to make a different to the customer’s experience. In these cases, an email to the CEO can get the action that’s needed to make a difference”

Consumer expert Helen Dewdney, The Complaining Cow and author of How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! is not surprised by the results. She has seen an increase in people wanting advice on what to do next when they haven’t got redress at the first stage. She says that this is down to poor training and also people not knowing their legal rights. For example one key law she quotes is The Consumer Rights Act (CRA) 2015, which replaced the Sale and Supply of Goods Act 1994 and Supply of Goods and Services Act 1982, amongst others, which people still try and use. “People need to know and quote appropriate legislation, as under the CRA customers are entitled to services carried out with reasonable skill and care, goods that are as described, are fit for purpose, are of satisfactory quality and be durable.”

5 Tips for efficient and effective complaining:

  • You have 30 days from purchase to claim a refund, after this time you may be offered a repair or replacement. (Consumer Rights Act 2015)
  • In the first instance write to the customer services department politely and objectively so that you have a written record of evidence. Then escalate to the CEO if you are not happy with response or if you have waited more than 10 working days for an answer. He/she will not necessarily respond personally but your case will then be escalated to the Executive Customer Services team to be resolved.
  • Quote the relevant laws.
  • Say what you want to happen, refund, explanation, apology, etc.
  • Say what you will do if not satisfied with the response, such as going to the relevant ombudsman or Small Claims Court.

Top 20 Tips on efficient and effective complaining

GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

Institute of Customer Service video on the results:

 

How to end 3 problems with your mobile ‘phone (& get your money back)

 

I get so many requests for advice about mobile ‘phone contracts and communication companies generally. I do seriously believe that the communication companies are the worst for communication. So because of this, I thought it would be helpful to write a post about your rights when it comes to mobile ‘phones. You’re welcome.

 

 

Problem number 1 – ‘phone develops a fault
Your consumer rights are the same for when your mobile ‘phone develops a fault as any other product, but in my experience people are frequently getting fobbed off with lines such as “Send it back for repair” and “Contact manufacturer”.

If your ‘phone forms part of your mobile ‘phone contract, your claim would be against your mobile ‘phone service provider and you may be entitled to a free repair or replacement as part of your contract. Check the terms and conditions in your contract for what you are entitled. However, regardless of the contract you retain your rights under the Sale and Supply of Goods Act 1994 (for items/services purchased before 1st October 2015) or Consumer Rights Act 2015 (for items/services purchased on or after 1st October 2015) to goods that are satisfactory, fit for purpose and as described. Most companies in my experience will fight this and certainly after a year will say “tough” one way or another. Personally I believe that a ‘phone should last more than a year and I would be prepared to test this in court and set a precedent but unfortunately my phone of over two years hasn’t broken! But I’m ready and waiting to help if anyone wants to try it!

If you bought your ‘phone without any contract then your complaint is always against the retailer and not the manufacturer. You may have a guarantee with the ‘phone and after 6 months you might want to claim on this with the manufacturer, but go to the retailer first who might also contact the manufacturer directly for you.

Problem number 2 – network coverage
There are currently no rules regarding poor network coverage. Even if you move house, you are unlikely to be successful in cancelling a contract for poor network coverage if in the provider’s terms and conditions it allows for breaks in coverage. However under the Consumer Rights Act 2015 a service provider must provide the contracted service with reasonable care and skill. I would argue that the service was not being carried out with reasonable skill and care if they can’t give you any service! It was reported in the media that in 2009 Tom Prescott took Orange to the Small Claims Court and gained £500 plus free cancellation of his contract when he couldn’t get coverage on his 18 month contract. So threaten it and quote this case.

Problem number 3 – mis-sold contracts
It is extremely difficult to successfully complain about mis-sold contracts. That doesn’t mean you should not do it however! It is just that in my experience dealing with mis-selling of a contract was one of the most annoying and tedious complaints to deal with. The fob offs come thick and fast and I’m sure put many people off. I undertook a case for someone regarding this and it was a lot of work and a lot of emails to CEOs and in the end I won and got Ben out of the contract but I’m sure most people would have given up which is of course what the companies want.

Keep records of everything. If the company rings you around the time of the end of your contract make sure anything that they offer for a new one they also put in writing. Although you can request transcript of conversations, (under the Data Protection Act 1998) they are likely to charge for this and again it is time consuming.  If you agree a contract over the ‘phone remember that you have the 14 day cooling off period (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) in which you can cancel.

You also have other Acts of law at your disposal. The Misrepresentation Act 1967 and also the more recent Consumer Protection from Unfair Trading Regulations 2008. For a practice to be unfair under these rules, they must harm, or be likely to harm, the economic interests of the average consumer. Also The Consumer Rights Act 2015.

More on Mobile phone companies called out for overcharging loyal customers and how to challenge and gain redress.

Complaining and taking matters further
1) Use these tips and especially using www.ceoemail.com to get to the top, you’ll probably need it
2) Use the links to the Acts above and quote your rights from them
3) Threaten legal action if necessary and be prepared to see it through
4) The ombudsmen only cover mobile ‘phone services and not issues with the actual ‘phones. CISAS and Ombudsman Services Communications depending on which service your company is registered with.

Wherever possible complain see Why you should write not ‘phone to complain effectively.

See a great post on SkintDad’s website – 4 Ways to Stop Overpaying For Your Mobile Phone for ensuring that you are not paying too much for your mobile ‘phone.

Also see All you need to know when your phone/energy bill is wrong.

More information to come on broadband etc. in the following weeks. More tips, advice, details of law and template letters can also be found in the book How to Complain: The Essential Consumer Guide to Getting Refunds, Redress, and Results!

 

How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! Signed copies – please let me know what personalised message you would like written in the book or it will just have the signature.