11th Mar 2016
Gift service Moonpig issued swift apologies on social media after Mother’s Day cards and flowers were delivered late across the UK. Customers across the country were left disappointed after a ‘supplier issue’ meant dozens of deliveries failed to arrive on Mother’s Day.
To compound the issue, the firm had run TV advertisements promising that flowers ordered by 4pm on 5 March would be delivered on or before Mother’s Day (6 March).
On the day, customers took to social media to vent about missed deliveries, but the rapid response of the firm’s social media team managed to turn some complaints around.
One customer, Julia Kemp, posted on Facebook that “having spoken to customer services, I am very happy with the way Moonpig have dealt with my complaint – courteous and full refund given – sometimes errors occur and suppliers/third parties are to blame – but well done for the acknowledgement and great customer service.”
Other threads were less positive, with some customers claiming that, despite apologies received on social media, they were still waiting for a reply from customer services themselves.
The importance of dealing efficiently with complaints is highlighted in the Institute of Customer Service’s most recent UK Customer Satisfaction Index. Complaint-handling measures such as ‘Speed of resolving your complaint’, ‘The handling of the complaint’ and ‘The outcome of the complaint’ are all areas where the top 50 organisations in the index significantly outperform the rest, showing how important they are to customer satisfaction.