Customer satisfaction with buying cellphones at stores fell this year, reports J.D. Power and Associates in the recently released 2007 Wireless Retail Sales Satisfaction StudySM-Volume 2.
surveys
Top 10 Consumer Frauds
By 10.29.07
An estimated 30.2 million Americans were victims of fraud last year, which is about 13.5% of the adult population, according to the just released results of the 2005 FTC Consumer Fraud Survey. (Yes, it takes them two years to get the results out the door).
American Express Customers Are Most Satisfied, HSBC, Least
By 10.17.07
American Express ranks highest in customer satisfaction in the J.D. Power and Associates 2007 Credit Card Satisfaction Study. They said there’s two types of customers. One is transactors, who pay their bill off in full each month and for whom membership benefits are the most important drivers of customer satisfaction. The other is revolvers, who don’t pay their bill off in full each month, and for whom APR and fees are the most important drivers of customer satisfaction. So if we flip this survey over….
Take Our Survey, Get Chance To Win $100 Amazon Gift Certificate
By 10.12.07
We’d like to know more about Consumerist readers, and we need your help with this brief 4 question survey. We want to know is you age, gender, income, and educational level. Providing email and name are optional, but doing so ensures entrance in a random drawing for a $100 Amazon.com gift certificate. All of your information will be kept strictly private with data only distributed in anonymous aggregated form, and you won’t receive any email or sales pitches by participating; except for the winner of the drawing who will, of course, receive an email notification and an Amazon gift certificate. The survey takes less than 2 minutes. If you have any questions, please email surveys AT gawker.com. Take survey here.
By 10.1.07
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Two-thirds of CFOs at retailers in the U.S. are “actively involved in green practices,” and of those, two-thirds said that they’re doing it to improve or protect the company’s image. Most of the remaining third cited tax breaks or regulatory requirements as motivating factors. [Reuters]
67% Of Consumers Satisfied With Their Health Insurance; Are 67% Of Consumers Drunk?
By 8.9.07
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10% had trouble getting an appointment to see a doctor
21% had to deal with billing errors
25% had problems with their primary care providers
36% had trouble getting help when they called a plan representative for assistance
Customers Seeking Better Customer Service Buy Bundles From Telecoms, Not Cable Companies
By 8.2.07
Well done Charter, people would prefer to buy bundled services from AT&T because they think phone companies provide better customer service than cable companies. Both cable companies and telecoms rank towards the bottom of the American Customer Satisfaction Index.
90% Of Households Think They Carry Average Or Below Average Amount Of Debt…
By 7.23.07
A CreditCards.com survey found that 90% of respondents thought their household had “average” or “less than average” amount of debt.
Continental and JetBlue Win Overall Satisfaction Awards From J.D. Power
By 6.23.07
Continental and JetBlue were the big winners in the annual J.D. Power North America Airline Satisfaction Study. The study asked 10,000 respondents to judge airlines on seven factors: cost and fees; flight crew; in-flight services; aircraft; boarding/deplaning/baggage; check-in and reservations.
If Banks Came To Life, 42% Of Our Readers Say Bank Of America Would Be A Deadbeat Dad
By 5.24.07
3052 people voted and it’s clear. If banks came to life as people, 42% of Consumerist readers vote Bank of America would most likely be a deadbeat dad. Props to commenter nerodiavolo, whose comment helped prompt a survey so incisive, Gallup rose from the dead and baked us a cake last night.
Pardon The Error
By 5.24.07
Yesterday we thought we remembered a survey that said if you mess up a customer’s service experience, then fix it, they’ll come back 2.5 times more loyal.
If Banks Came To Life…
By 5.23.07
Gawker Media polls require Javascript; if you’re viewing this in an RSS reader, click through to view in your Javascript-enabled web browser.
Run Away, Banks Are Coming To Life As People
By 5.23.07
If one of these brands came alive, which would duck out of helping you move? Which one would take your last beer? Which would get your girlfriend to cheat on you? Which would point you out as a kulak to the Red Army?
How To: Avoid Pesky Phone Survey People
By 5.23.07
F.M.I. (Former Meal Interrupter) used to work at one of “the largest phone survey companies in the country,” and would like to share with our readers the best technique for assuring that the survey people will stop calling you. Asking them to stop calling doesn’t cut it. Saying “no” just gets you listed as a “soft refusal” and will result in more call backs.
How Do Indian Call Centers Measure Success?
By 5.20.07
Indian call centers live and die by the responses to customer satisfaction surveys. Customers selected at random are called by an outside agency and asked fifteen questions. Of those, the only one that matters is “Overall how would you rate the agent you spoke with?” Based on the answers to that question, the call center receives a weekly score on a 1-5 scale. The call center aims for 50% of respondents to rate them a 5, the highest, and for 85% to rate them a 4 or higher. From our experience, that seems like an unattainably optimistic goal.
Chain Eateries Failing To Satisfy
By 5.20.07
According to a recent survey, chain restaurants are failing to satisfy their customers. The survey of over 3,000 people showed across the board performance drops from last year; customer satisfaction for McDonald’s, Taco Bell, and Burger King all fell by more than 5%. KFC fell by 8.5%.
Faked/Altered Customer Satisfaction Suveys: Marriott
By 3.9.07
(Corporate hotels have little to worry about because if they foul up, Marriott will just send in a glut of extra labor to fix the problem.) So how to keep labor costs way down and keep the scores way up? Easy.
