Ryanair descends to new lows in customer service ratings

Which? survey reveals league table for customer service

The consumer organisation Which? has today released the results of its latest survey of customer service performance. It asked nearly 4,000 members of the public to rate how the companies make them feel, how helpful and knowledgeable their staff were, and how well they handled complaints.

Ryanair branded “arrogant” “sneaky and “greedy”

Ryanair has been rated the worst firm for customer service out of 100 popular brands operating in the UK.

I don’t think this comes as a surprise to anyone. Ryanair is not known for great customer service.  According to the Which? report, passengers felt undervalued by unhelpful staff and miserable complaints handling. Ryanair came bottom of the table, only managing a paltry customer service score of 45 per cent overall, with the lowest rating of one star in all three categories:

  • Making you feel valued as a customer
  • Attitude/helpfulness of staff
  • Efficiency with solving complaints or problems

Which? said “Presented with a choice of 50 words to describe the airline, most of the airline’s passengers opted for ‘greedy’, ‘sneaky’ and ‘arrogant’, with one going as far as to say “Ryanair seem to make things deliberately difficult in order to make more money out of their customers”.

People take a calculated risk when booking with Ryanair. Every year Ryanair has strikes, every year there are reports of Ryanair trying to fob people off and not pay them compensation due. At some point it has to come to an end for Ryanair. Michael O’Leary, the CEO since 1994, has always been quite open about not caring about his own customers. It seems to be a model that has worked for him and his company. Cheap flights with little investment in training, retaining staff or customer service and complaint handling.

But is it worthwhile for Ryanair to continue this customer-hostile behaviour? There has to be a limit to what people can take, causing an increase in the numbers of passengers who say theu will never fly Ryanair again. When asked about how well the airline handles complaints, half (50%) of respondents gave it the lowest possible rating.

In September 2018 I wrote about Ryanair misleading customers on their consumer rights and again in December Landing in court with Ryanair (what you need to know about airlines and ADR too!).

easyJet, another budget airline, came in at 79th place, not hugely better but it was the highest ranking airline, demonstrating that Ryanair could definitely improve. One can only wonder if the airlines with the cheapest flights invested more in customer service, instead of constantly trying to fob people off and treat them badly, how well they could do. This is of course theoretical, because Ryanair has no intention of improving anytime soon. Numerous media outlets tried to get a statement from them regarding this survey but failed.

Telecoms

It comes as even less of a surprise that three large telecoms providers are right down there at the bottom of the rankings. Having complained to Virgin Media many times and using the Alternative Dispute Resolution scheme three times, winning each time, I can vouch for just how dreadful their service is. It is the sector about which I receive the most complaints, that’s for sure. And let’s not forget the energy companies performing badly too, whether it’s the Big Six or the smaller newcomers to the market.

lap top on woman's knees phone in one hand

 

If you are having problems with your telecom provider see All you need to know about complaining to telecom providers or for energy,

 

Electricity pylon Everything you need to know to complain about energy problems

All you need to know to make a complaint about energy

 

Retailers

The big brand retailers and supermarkets came out well, considering the current difficulties in the High Street. The findings appear to suggest that some stores and supermarkets are getting better at customer service.

In the banking sector, the online bank First Direct took the top slot. A score of 89% is very high! Customers were hugely positive about the bank’s quality of service. Other banks would do well to look at First Direct which has won awards for customer service for a number of years.

Lakeland (87%) was the highest-rated retailer, standing out for the attitude of its staff, where it scored the full five-stars. Customers chose the word ‘helpful’ when given a list of words to describe the brand.

Sports Direct, unsurprisingly, was rated as the worst retailer for customer service with a 58% rating. Customers told Which? that the sporting apparel shop did not make them feel valued. The negative reputation Sports Direct has for treating both its staff and its customers is borne out by the survey.

Customer service dissatisfaction

The findings are in keeping with those from the Customer Service Institute. Last month it published a report Customer service goes down, complaints are going up showing that Customer service is getting worse. The ICS Customer Satisfaction Index (UKCSI) has shown a decline for the fourth consecutive year. And by a significant amount too. 14.3% of consumers said that they experienced a problem with customer service. This represents a rise of 1.5% since last year’s figures.  in a report published last month.

Harry Rose, Editor of Which? Magazine, commented: “The best way to send a clear message to businesses about the importance of customer service is to spend your hard-earned cash with brands that make it a top priority – and don’t hesitate to complain if you feel you’ve been treated poorly.”

Customer service is becoming more important to savvy consumers and those in all the sectors would do well to heed the messages that consumers are sending. Not investing in customer service and complaint handling and fobbing customers off does not help sales. It contributes to a costly high turnover of staff, poor company reputation and a lack of loyalty.

Businesses getting it right see an increase in customer loyalty and better sales as a result. It’s not rocket science!

BBC Breakfast 23/08/19 discussing the Which? report

BBC Breakfast 23/08/19 Helen Dewdney discusses the Which? customer service survey

 

All you need to know about unsolicited goods

Have you received unsolicited goods?

Can you keep the goods you believe are unsolicited?

One of the most frequent things I get asked about is unsolicited goods. Many people believe that if they receive something sent by mistake they can keep it. Here are five situations in which people commonly think they can keep the goods when they legally can’t.

I have received an item that I did not order from a company I have used before. Can I keep it?

This is highly likely to be a mistake as your details will be on the company’s computer system and have been muddled with somebody else’s as a result of an administrative error.

You should contact the company and tell them that you have received the item and that you expect them, or their courier, to come and collect it. Give them a deadline for when they should do this and if you do not hear from them by this date you will dispose of the item.

I ordered one item and a different item came. Can I keep the item and get my money back for the item I ordered?

No. This is clearly an administrative error. You should contact the company, tell them what has happened and request return procedure details. Ensure that you are not paying for the return of the item. Although you are able to return an item within 14 days for a change of mind this is not a change of mind. This is the company’s error and they must pay for the return postage. You also need to make sure you have an evidence trail of the paperwork to show that you informed them that the wrong item was sent and returned so that you get refunded correctly.

The item was sent to my address but not in my name. Can I keep it?

You cannot keep the item. Look for a company address and contact the company regarding return.

I ordered an item from Company A. Company B supplies A and both sent me the item. Can I keep both?

This is a mistake. You will need to contact the company with which you do not have the contract (the company you did not pay) and arrange collection/return.

I received an order I cancelled. Can I keep it?

This is a mistake. As above, you need to arrange for a return by a deadline you give.

True unsolicited goods

Most people are familiar with the Unsolicited Goods and Services Act 1971. However, unsolicited goods are also covered in the newer regulations The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) which say you have a right to keep goods delivered to you that you didn’t request. Specifically, from the explanatory note that accompanies the legislation:

“Part 4 of the Regulations contains provisions concerning protection from unsolicited sales and additional charges which have not been expressly agreed in advance. Regulation 39 introduces a new provision into the Consumer Protection Unfair Trading Regulations 2008 which provides that a consumer is not required to pay for the unsolicited supply of products. Regulation 40 provides that a consumer is not required to make payments in addition to those agreed for the trader’s main obligation, unless the consumer gave express consent before conclusion of the contract”.

Explanatory note to the legislation.

You are under no legal obligation to contact the trader and can keep the goods. However, truly unsolicited goods sent within the UK are very rare these days.

woman holding box unsolicited goods your rightsFurther help

If you have issues such as those above, they will probably fall into a breach of the Consumer Rights Act 2015 which means you can still get redress.

Top 20 tips for complaining effectively.

book Logo cartoon cow at a laptop of book cover. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

 

For masses of information, tips, guidance, laws and regulations and templates GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!