Recent headlines have demonstrated unequivocally that Britons are complaining ever more loudly and increasingly more often and they are airing their complaints via social media, phone calls, emails and good old-fashioned letters. One example alon...

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Our industry is changing at a pace. The future is approaching faster than we know. Many organisations are motoring ahead with transformations we could never have envisaged before. So why are these changes not changing customers’ views of cal...

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This week saw the news that EDF Energy is to cut its typical gas bill for UK domestic customers by 5%, from February[1]. Late in 2011 it was reported that complaints to the company had risen by 91% in a year[2] and an annual customer satisfaction sur...

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In tougher times, complaints rise – however the ability to differentiate service through successful resolution also rises. On the flip side we have increased risk factors – stressed staff, regulation, a hungry media and a culture of liti...

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