Which?

3 ways for businesses to improve telephone customer service

Published on: October 21, 2016
Author: Derek Lewis

In a multichannel world, the telephone is no longer the default choice of consumers. However, it is still vital, particularly for more involved conversations. Yet new research from consumer group Which? shows that telephone customer service is failing to keep pace with customer needs.

Making the travel customer service journey seamless

Published on: March 06, 2015
Author: Derek Lewis

As an industry, the travel sector has been radically changed by the internet. More and more journeys, whether by air or rail, are booked online, and the rise of social media and review sites has provided consumers with the opportunity to give their views on the service they receive. Passengers and guests are consequently becoming more and more demanding when it comes to the customer experience.Rec...

Highlighting the UK’s worst retailers

Published on: May 23, 2012
Author: Epticablog

Competition is increasingly tough in the retail sector, with the last few weeks having seen the likes of Clinton Cards going into administration. With spending down, consumers want to maximise how far their money goes – but good service is also central to the experience and retaining their custom.So new research from Which? will make worrying reading for some hard-pressed retailers. It surve...