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

The Institute of Customer Service show issues with resolving complaints

The ICS provides results of customer service survey

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.

Comment on the customer service results

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

Institute of Customer Service video on the results:

Customer satisfaction in the UK

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

 

For  lots more help advice, information, tips, laws and template letters GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

All you need to know about complaining to telecom providers

How to complain about your telecom provider

Telecoms and Energy – the worst sectors. Dreadful. I get asked a lot about how best to complain in these sectors. I have therefore provided the links you might need below.

Broadband, Mobiles, line rental, packages

If you have taken out a line rental, broadband or mobile contract since 23 January 2014 under new Ofcom rules you can cancel their contract penalty-free if a provider ups its monthly prices mid-term and didn’t warn you about the rise when you signed up.

lap top on woman's knees phone in one hand

Your rights and your telecom provider

How to complain about broadband speeds/service interruptions

Mis-sold a contract? How to get out of it 

How to end 3 problems with your mobile ‘phone (& get your money back)– Faulty phone, network coverage, mis sold contract

All you need to know about roaming charges – tips for before you go abroad and how to complain about charges

Mobile phone companies called out for overcharging loyal customers and how to call them out on it and get redress

It’s payback time for broken broadband – Ofcom proposals for guaranteed payback on service breaches, companies sign up. BT, Sky, TalkTalk, Virgin Media and Zen Internet – currently serving around 90% of landline and broadband customers in the UK have signed up. The implementation period is set to be 15 months which takes us to February 2019.

Telecom providers in the news

Vodafone fined £4.6m for breaches of consumer protection laws

All you need to know when your phone/energy bill is wrong this was about the Vodafone fiasco with their billing system and provides advice about how to complain when your bill is wrong and provides other useful links.

Money Box Vodafone

EEnormous bills, Ofcom fine and how to complain about incorrect bills

Plusnet gets a “minus” – and a big fine – for incorrect billing billing ex customers

Virgin on the ridiculous – UKTV dropped. Your RIGHTS! Virgin changing your bundle your rights about this breach of contract! What you can do too if your provider changes your bundle.

More advice for complaining to telecom providers

First and most importantly Why you should write not ‘phone to complain effectively Telecom providers seem to make it difficult for you to email but read this post as to why it is important to write not ring.

How to take telecoms giants to task with our Consumer Fightback column: From price hikes to faulty mobile phones my column in ThisIsMoney

Switching:

20 Top Tips for effective complaining

How to challenge terms & conditions (even those you’ve agreed) post giving you your rights

Terms & Conditions The One Show

Use ceoemail.com to find the email address of the company CEO and write to him or her particularly if the company doesn’t provide an email address for you to write to customer services!

See All you need to know to make a complaint about energy for similar on energy.

 

 

How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!  for more information advice, tips, consumer laws, rights, regulations, stories and template letters for complaining about the telecom and numerous other sectors.

 

 

 

If, after hours of reading that little lot you still need help then please see How The Complaining Cow can complain for you!

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Top 20 Tips for Complaining Effectively