What’s the best way to prove to the American public that your food won’t make them sick? Convince them to try your food again, and don’t make them sick. That’s been Chipotle’s recovery plan, and it’s working pretty well. In addition to serving up raincheck burritos (in exchange for capturing your phone number) the company also sent out coupons offering free entrées, free sides, and free beverages to lure customers back. According to one firm’s research, this plan worked. [More]
Survey: Retailers Should Work To Be On Customer Service “Nice List” Year-Round, Or Risk Turning Off Shoppers
If retailers think they can be naughty all year when it comes to customer service, only to take their smiles out of storage and dust’em off when the holidays roll around, they’ve got another think coming, according to a recent survey that says customers can be very unforgiving.
Automakers demand nothing but perfection. No, no, not necessarily from their employees or their dealerships. They demand perfection from us consumers when we respond to surveys about the service at the dealership. It turns out that bad scores can cost dealerships and even individual salespeople a lot of money, and dealerships will ban bad survey-takers from doing business with them. [More]
MasterCard wants to know how you feel, so they asked a bunch of people: Do you feel safe? Do you feel secure? Do you feel like you need a cookie and a nice cup of cocoa? Wait, scratch that last one. MasterCard’s survey only covered feelings about how safe and secure you feel your financial information is. The answer? Not very secure at all.
Comcast keeps promising that this is the year their legendarily bad customer service gets an overhaul, but consumers don’t seem to be buying it. A national survey asking consumers about cable and internet companies has, once again, dropped Comcast and Time Warner Cable right at the very bottom of the heap.
While consumers are often urged to take advantage of the free once-a-year opportunity to request a credit report and make sure they aren’t riddled with errors, a new survey suggests many Americans simply aren’t heeding the suggestion. [More]
One of the perks of paying $99/year to be an Amazon Prime member is the free two-day standard shipping on millions of items sold on the e-tailers’ site. But according to a new survey, being a Prime member didn’t always prove to be beneficial when it came to on-time deliveries last holiday season. [More]
Since 2010, financial institutions have been required to obtain an opt-in confirmation from consumers before enrolling them in overdraft penalty plans, yet a new report found more than 50% of consumers who incurred such penalty fees in the past year don’t believe they opted into any such plans. This revelation, coupled with consumers’ concerns over fees and bank practices, has led to a call for federal regulators to improve rules governing financial institutions’ overdraft policies. [More]
We here at Consumerist are skeptical at best about Comcast’s bid to merge with Time Warner Cable. From where we sit, the deal looks distinctly anticompetitive and likely to harm consumers. Plenty of other folks agree, but not just lawmakers and advocacy organizations. It turns out, over half the country thinks this is a bad idea.
Over the last nine years or so of Consumerist, we’ve chronicled the tragic decline of Sears, an American institution. This has happened under the leadership of manifesto-writing hedge fund manager/CEO/intra-company deathmatch impresario Eddie Lampert. Shoppers’ biggest complaint: profound dysfunction and incompetence in stores. A manager at Sears slipped Consumerist a bit of information that people locked in a customer service battle with Sears might find useful.
If you’ve got problems with the company providing your TV and broadband service, you are most definitely not alone. Our siblings over at Consumer Reports ran a national survey to find out how satisfied with their cable and internet providers subscribers really are. And the findings won’t surprise most Consumerist readers: when it comes to their telecom providers, most consumers are a lot less than pleased.
Guy received an invitation from Staples to take a survey. Surveys can be tedious and not very fun, but five bucks is five bucks. He followed the link and completed what he calls a “long, redundant, poorly designed survey.” He kept going because there was a check for him at the end. Then he reached the end, and learned that there would be no reward for him. [More]
As a site advocating from consumers, we’ve frequently posted stories from readers about all kinds of businesses effectively begging for perfect survey scores. The worst offenders are car dealerships, where readers have reported being guilted or harassed when their survey responses are anything other than perfect. Why is that? One salesperson wrote in to explain. [More]
Yeah, cable television isn’t a necessity, and it isn’t cheap. But according to a new poll by our friends over at Coupon Cabin, most American households pay up anyway, even if they acknowledge that cable is kind of a waste of money. [More]
No matter how many people are content or reasonably happy with the service they receive, it doesn’t matter when some companies analyze their customer service surveys. As a former Borders manager told us earlier this week, the only scores that matter are the very highest. We shared a note on the box from a local Pizza Hut begging customers for “5 out of 5” responses. Why is it that these are the only answers that count?
Why is it that when we take customer service surveys, store employees beg us to either give them a perfect score or not bother? Reader C. used to work for a now-defunct retailer whose name rhymes with “disorders.” She was in management, and explains why a perfect score, and only a perfect score, counts.
Filling out customer service surveys is scary. If some managers are to be believed, giving any score but an 11 out of 10 is effectively stealing food out of the mouths of employees’ families. Getting impossibly perfect stores is so important for some stores that they’ve resorted to bribing customers with coupons or freebies. That’s the case with Jared’s local Pizza Hut, which taped a note begging for perfect scores to his pizza box.