Archive for the ‘telecomms’ Topic
On a whinge and a prayer
Published: 19 October 2012
Have you ever had that sinking feeling when you’ve had bad service from a company and realise you can’t ignore the matter – you’re going to have to ring up or email customer services and make a complaint? The last time left a bitter taste in your mouth as you were passed between call centres on the other side of the world. We commissioned research to find out what people’s experiences of companies’ complaint procedures and ombudsman services have been in six different markets: legal services, gas and electric, mail, telecoms, water, and financial services. We asked 800 people to fill in an online survey and we also organised three in-depth focus groups to find out how the service might be better.
Publication: Dealing with dissatisfaction – Complaint handling in energy, water, telecoms, financial and legal services and Royal Mail
Published: 19 October 2012
This report looks at customers’ experiences of the complaints procedures in Royal Mail and five different markets: legal services, financial services, telecommunications, water and energy. It also looks at experiences of the ombudsmen services in the same markets.
Publication: Get it, together – The case for collective switching in the age of connected consumers
Published: 2 May 2012
The architects of our energy, financial services and telecommunications markets shared the expectation that individual consumers would act as the engines of competition. Consumers would, it was assumed, maintain vigilance on how their current arrangements fare in relation to the other offers available to them in the market and, if an offer that better suits [...]
