The complaining habits of public figures – Octopus CEO Greg Jackson

A series of interviews by The Complaining Cow

In my series of interviews with people in the consumer world regarding their complaining habits, today is the turn of Octopus Energy CEO Greg Jackson.

Greg Jackson

1) Generally, do you complain to a company regarding a faulty item?
Only where I think they’ll be relatively straightforward in dealing with it.

2) How much does the likely redress have to be before you will complain and why?
For me, It’s less about the amount than the hassle. If I think I’ll get reasonable redress without too much hassle, great! But I simply haven’t got time or mental energy to get into long drawn out issues.

3) How well do you know your legal rights (would be the Consumer Rights Act, different sectors regulations etc. in the UK)
I guess it’s a professional duty for me, so pretty well! 🙂

4) If you receive service over and above good do you give feedback?
How?
Yes. I try to make a point of it. If it’s personal service, by tipping and complimenting and ideally letting a manager know. And I’ll often visit tripadvisor or twitter to give positive feedback.

Recent examples include:

Good Trip Advisor review on a pub

5) If you receive poor service how many people do you tell (include
your social media followers too!)
You know, I used to do social media a lot – but I’ve realised that people are much more likely to complain on Twitter (etc.) than compliment – so I try to redress the balance a bit and consciously don’t tweet complaints in anger any more. I very occasionally use it to try to get something resolved, but have found that companies who are poor at handling complaints offline, by phone or by email tend to be equally bad on twitter etc. But I do tell friends, family and colleagues when I think something was poor. I do try to distinguish between culturally poor, and a poor experience because of an individual, etc. and am far less forgiving of the former.

6) If you receive good services how many people do you tell?
Not enough!

7) If you don’t really complain or it has to be a significant amount
in question before you will, what stops you from complaining?
Mental energy – Moving on is usually less stressful.

8) What do you think of using social media to complain?
I’ve realised that people are much more likely to complain on twitter (etc) than compliment – so I try to redress the balance a bit and consciously don’t tweet complaints in anger any more. I very occasionally use it to try to get something resolved, but have found that companies who are poor at handling complaints offline, by phone or by email tend to be equally bad on twitter etc.

Social media is effective at complaining against organisations who care about their image – but then so, generally, is every other form of complaint. But I’ve tried complaining against crap organisations on Twitter – like the High Street electrical retailer who took my 90 year old gran for a ride with utterly pointless aftercare insurance – and then didn’t pay out on it and treated her terribly, but nothing was effective – complaints procedure, Twitter, email the CEO. That was infuriating. But the more I pushed the more infuriated I got, with no progress – so I’ll simply never use them again.

9) Is customer service/being able to gain redress a factor when
deciding where to purchase an item
Yes… because I don’t have bandwidth to deal with crap redress, so I just purchase from places I’m confident that things will go smoothly, and if not that complaints will be handled well. I’ll never use a majopr online hotel booking site for this reason, but I’ll pay a little more to use one which handles issues better.

10) Do you ever contact a CEO of a company? If so at what point in the complaint process?
Yes… I tend to do it quite early because as a CEO myself, I want to see how they handle it.

11) If you have ever used an ADR scheme (ombudsman/mediation/arbitrator) or gone to the Small Claims Court tell us about it
Not really.  I just don’t use businesses where this is likely to be an issue.

Read about the interviewing habits of other public figures in the series of interviews by The Complaining Cow

Greg is also featured in my blog post Why CEOs should have a presence on social media.

About Greg Jackson

Greg is an experienced entrepreneur and passionate advocate of technology-driven innovation, particularly in legacy industries where customers are underserved. He’s founded a number of successful businesses and served as Director of innovative businesses, including Zopa, the world’s first peer to peer lender, which has now lent several billion pounds fairly and responsibly whilst generating excellent interest rates for lenders.

As a technology entrepreneur, Greg built and sold ecommerce company C360, built HomeServe’s innovation business and is an angel investor in a wide range of tech startups.

He founded Octopus Energy in 2015. Octopus Energy uses technology to be highly efficient – empowering customers with a full digital experience, and then using the same systems to provide the highest standards of support to its customers by phone, email and chat. This technology allows Octopus to challenge normal energy models, challenging ‘tease and squeeze’ practices by offering good value to new and loyal customers, and maximising price transparency.

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

 

And if you need help with complaining effectively and making sure you are never fobbed off. GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

 

 

Greg Jackson headshot talks about complaining habits

 

 

 

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Complaints: An irritation or an inspiration?

Questioning complaints

How do you approach complaints?

Are they an irritation?
Do they detract you from what you want to be doing?

or

Do you welcome them to learn about your business?
Do you monitor and evaluate what comes in and out effectively?
Do you know how satisfied your customers are with their complaint handling?

Complaints that improve the customer journey

I complain a lot, it has to be said, for myself, for friends and family and I advise others on how to do it effectively. Most organisations would like to think that they deal with complaints well and use them to improve customer service. However, in my experience and having the ear of thousands of consumers I know this is not the case and that companies can do much better to improve the customer service journey. The benefits of this of course are an increase in loyalty and sales.

My complaints have frequently elicited responses from companies demonstrating that staff have been dealt with appropriately, more training has been put in place, administration processes have been changed etc. These things which improve customer satisfaction would not have happened had I not complained. So, by receiving a well-written complaint your company can act and make changes for the better which can benefit customers, the company and its bottom line.

man talking across table to couple

How unknown complaints affect your sales

However, what about the complaints that some people, and even I, can’t be bothered to make? Take this recent example. A friend and I went shopping. In one store this friend and I both tried on clothes, it was really hot and uncomfortable in the changing rooms and I heard someone else complain to her friend how hot it was. Three of us in five minutes. How many people that day were annoyed and possibly didn’t go back and try another size etc? The result was lost sales. But it would have been so easy to rectify if management had known.

Another example was where a new shop had opened and we went in there and two, not just the one, assistants asked if they could help? NO! I LOATHE this approach. However, my mother may like a member of staff to approach and she will chat for ages. It can be difficult to train your staff to pick up whether a potential customer wants to talk, rather than unnecessarily invading her/his space, but these skills can be recruited for and developed.

Consumers' customer service pet hates 2

Later that day a well-known restaurant had such a poor choice of cakes, we walked out and took our custom to another one nearby that had a wider selection.

And then in yet another shop, the quantity of clothes on a wrongly-sized hanger drove us mad! This is so unhelpful, particularly for busy people. One shouldn’t have to check the label on everything knowing that it is likely to be wrong. Why aren’t staff checking that the hangers and clothes match? Because no one has told them, it’s not part of this shop’s operational procedures.

Consumers customer service pet hates 1

Just a moany customer?

You may think I go looking for things that I can complain about. You would be wrong as I just wanted a nice day out shopping with my friend. These could also be considered small annoyances, but how many other customers walked out of those shops? How much custom was lost? At a time when the High Street is struggling, good customer service is essential. (See Could better customer service have prevented Debenhams decline?)

The January 2019 the UK Customer Satisfaction Index (UKSI) The state of customer satisfaction in the UK showed that

“The number of customers who experienced a problem with an organisation has increased and is at its highest ever level. Fewer experiences were rated by customers as “right first time.” The level of effort expended by customers in dealing with organisations increased slightly”

Consumers' customer service pet hates 3

In July 2019 it showed that customer service is getting worse. The ICS Customer Satisfaction Index (UKCSI) showed 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.

Preventing complaints

The January 2019 UKSI showed that

“The relatively low average score for complaint handling underlines its perennial importance for customer satisfaction. Only complaints that receive excellent satisfaction scores (a 9 or 10 out of 10) are likely to boost overall customer satisfaction. Most customer problems that become complaints, even those handled better than average, are likely to impair customer satisfaction. This suggests that one of the most significant actions organisations can undertake to improve satisfaction is to understand the root cause of problems for customers and prevent them from occurring.”

So even when consumers do complain there is an increased likelihood that their satisfaction drops, apart from when customer service is excellent So, add this to the complaints that people don’t even make and you have some pretty dissatisfied customers, both existing and potential…

The June 2019 survey highlighted that one of the biggest bugbears  with complaint handling cited by consumers, was companies that don’t keep their promises.

Natalie Berg, Retail Analyst and Founder of NBK Retail, agrees. She says:
“You need to be on top of your game. You need to save customers’ time or enhance it. But enhancing time goes beyond a few instore gyms or beauty bars, retailers need to give shoppers a very compelling reason to ditch their screens and come into the store.” Companies that are not keeping their promises are not saving customers’ time!

Recruiting and training to avoid complaints

Employees are paid to do a job. However, it is your job to help them do it well if you want to see a good return on investment! Ask …

Are you hiring the right employees who care about people? Look at your recruitment and training processes. Could they be improved to test for empathy, intuition, and using their initiative?

Are employees motivated to care about the success of your business? Is there more you could do to improve their loyalty to your company by doing their best for customers?

Are employees trained to understand the customer experience and factors that may engage or disengage customers? Are your employees rewarded for identifying and proactively solving difficult problems?

Get those complaints

If you truly want to improve and/or expand your business you need to empower your staff and get to hear those complaints. How else will you know why people are spending less time in your store, on your website or not returning unless you hear of more than just the big complaints? How do you garner those complaints and get meaningful feedback? There are various ways, but in short it’s not through standard mystery shops, surveys, feedback forms or gimmicks.

Rise to the challenge

What do you use? If you need some creative ideas beyond the usual, then I can help! Others might like to share their more innovative ideas. Who involves their complainers and how?

If you are a business that really wants to listen to customers, mean it when you say we want to improve things for our customers then perhaps it is time you opened yourself up to challenge. Not just do everything internally or asked consultants what they think about your customer service. Ask someone to tell you what customers ACTUALLY think. That will give you a different perspective!

How open are you to challenge?

How to improve your complaint handling

If you want to find out more about what Helen, The Complaining Cow can do for you see Services.

The Complaining Cow logo, complaints, consultancy, speaker, workshops and more

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