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Results for customer service tag

December 2020

Which? reveals energy firms keeping customers on hold for longer than an episode of Corrie

8 December 2020

Some of Britain’s biggest energy companies are keeping customers waiting on the phone for longer than 20 minutes, while one firm in Which?’s latest snapshot investigation had callers holding for more than 40 minutes on average. In a mystery shop investigation, the consumer champion made 384 calls to 32 energy providers to reveal how long […]

Press Release: Calling Time, customer service, Energy, Natalie Hitchins

February 2020

Which? reveals true scale of unreported energy complaints

27 February 2020

New research from Which? reveals that energy industry complaints data vastly underestimates the true scale of grievances customers experience – as they feel let down by suppliers on billing, payments, customer service and switching. Analysis from the consumer champion found that if every customer who had reason to complain to their supplier in the last […]

Press Release: complaints, customer service, Energy, Natalie Hitchins, Ofgem

July 2019

To Fly. To Swerve complaints: BA passengers left disappointed when they report problems

26 July 2019

British Airways is the airline most likely to leave customers disappointed when they complain about problems with delays and cancellations, according to a Which? survey. As British holidaymakers brace for a summer of potential travel disruption with a series of strikes looming, the consumer champion collected details of more than 2,500 experiences from passengers who […]

Press Release: airline delays, British Airways, complaints, customer service, delays and cancellations, flight delays, Ryanair

January 2018

Which? response to Transport Focus’ National Rail Passenger Survey

30 January 2018

Alex Hayman, Which? Managing Director of Public Markets, said: “Thousands of people have told us about their miserable train journeys, so it’s no surprise to see satisfaction is down overall and chronically poor on value for money and handling of delays. “Our research has shown that seven million journeys were significantly delayed last year and satisfaction […]

Statement: cancellations, complaints, customer service, delays, Rail, satisfaction, train, transport focus, Travel

April 2016

“It’s high time the large energy firms put the basics right for their customers”- Which? Response to Scottish Power fine.

26 April 2016

Which? executive director Richard Lloyd, said:  “ScottishPower failed its customers on the very basics, so it’s no surprise they have received this fine from the regulator. Customers were poorly treated for years and, while this penalty is welcome, you have to question whether it will act as a strong enough deterrent to others. “With poor customer […]

Statement: customer service, Energy, Richard Lloyd, ScottishPower

TalkTalk bottom in Which? broadband customer satisfaction survey

17 April 2016

A new Which? broadband customer satisfaction survey has found the UK’s biggest internet service providers are still failing on customer service with major providers occupying four of the bottom five slots and TalkTalk coming last once more. The latest results, following a survey of 3,717 broadband users, show that TalkTalk (38%) and BT (47%) achieved […]

Press Release: broadband, Consumer, customer service

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