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Saga customers receive surprise windfall
January 24, 2020The company decided to compensate customers after acknowledging a previous mistake
Now’s the time for a service excellence reset to drive satisfaction back up
January 24, 2020After five successive drops “stretching back over a period of two and half years” the time has surely come for...
Greggs kicks off nationwide delivery service
January 23, 2020The bakery firm is partnering with Just Eat to launch the new service
Santander customers faced with interest rate slash
January 17, 2020The changes, which will be introduced in May, will also see cashback capped
Ford Puma model wins Car of the Year award
January 16, 2020The new model was crowned best of the automobile bunch at an awards ceremony in London
Yahoo mail crash affects email users
January 15, 2020The problems on 14 January affected Yahoo Mail users, as well as some customers with BT and Sky email addresses
Burger King grilled over new plant-based burger
January 10, 2020The fast food outlet’s Rebel Whopper burger isn’t suitable for vegetarians or vegans
Confusion reigns over Travelex ransom demands
January 10, 2020The foreign exchange company has been hit by a ransomware attack that claims to have stolen customer data
New year sees rise in railway fares
January 9, 2020Commuters faced with fare increases, despite a year of disruption
Millions affected by IT banking failure
January 3, 2020Lloyds Banking Group customers were unable to access their accounts on New Year’s Day
Bedfordshire residents left without water
December 20, 2019Faulty valve leaves customers high and dry
Banks and building societies sees drop in customer satisfaction
December 20, 2019Sector sees first fall since 2016 but remains above UK average
Blog, tips, research and updates…
Building the Service Nation, together
It was a real pleasure to see so many of you at our Annual Conference this past…
Service wins out: The Institute of Customer Service announces UK Customer Satisfaction Awards 2024 Winners
Ocado Retail, Octopus Energy, Boots, and Specsavers were among the winners at last night’s UK…
A reflection on diversity in leadership on International Women’s Day
Today is International Women’s Day, a global occasion to celebrate the achievements and contributions of…
Lessons in navigating the recovery – knowledge sharing is power
After a decade of unprecedented challenges and disruptions, the Prime Minister’s announcement of the “green…
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