Latest news with #customersatisfaction
Daily Mail
19 hours ago
- Business
- Daily Mail
Your chance to bag £175 by switching to the bank voted Britain's BEST for customer satisfaction
Products featured in this article are independently selected by This is Money's specialist journalists. If you open an account using links which have an asterisk, This is Money will earn an affiliate commission. We do not allow this to affect our editorial independence. Banks First Direct and Starling have been named the best British organisations for customer satisfaction, even though they have no physical presence on the high street. The banking duo beat high street staples M&S, John Lewis and Holland & Barrett to the top two spots in the UK Customer Satisfaction Index. Nationwide dropped from second place in July 2024 to fourth, despite a promise to keep all of its branches open until 2028 – with an advertising campaign featuring the actor Dominic West. First Direct* is currently giving £175 to those who switch their current account, with terms and conditions applying. You can read more details on what you need to do to qualify below. Average satisfaction with banks and building societies has increased since July 2024 and banking is now the second best-performing sector overall, behind non-food retail. Jo Causon, chief executive of the Institute of Customer Service, which runs the survey, said this reflects improved customer-focused regulation, forcing 'boards to increase their focus on customer experience, including better communication, greater clarity on product offerings and refocusing staff on customer outcomes.' Switching terms Account details First Direct 1st Account* To get the £175 you must:- Not have had a First Direct product or HSBC Current Account since Jan 2018 - Switch using the Current Account Switching Service within 45 days of account opening, including 2+ direct debits or standing orders- Deposit £1,000, make 5+ debit card payments and log in to digital banking within 45 days - Requires credit check - 0% EAR variable on overdraft up to £250, 39.9% EAR variable thereafter; representative rate 30.5% APR variable- For customers with an offset mortgage linked to a 1st Account, interest-free limit won't apply Great customer service 'not as simple' as branches versus phone and digital First Direct* is well-regarded for its fast 24/7 phone-based customer service and has also made improvements to its mobile app in recent years. It leapt from 14th place in last year's satisfaction index to the top of this year's table. Starling Bank* is a digital-first challenger bank that's grown substantially since it launched in 2014, and itself has seen a sizable jump from last year's satisfaction survey, going from sixth place to second. The Institute of Customer Service puts this jump in performance down to the introduction of the FCA's Consumer Duty rules, which aim to make sure financial firms are delivering good outcomes for customers. 'The strong performance of First Direct, Starling and Nationwide shows that good customer service is not as simple as branches versus telephone and digital, human versus AI or bank versus building society,' said Jo Causon. > Learn more about First Direct and switch* > Learn more about Starling Bank and switch* Should you switch bank? Many people remain with their bank for decades, despite there being potentially better current accounts on offer elswhere. Perks can range from interest on balances, to fee-free spending overseas, while different banks' apps and features can make a difference to how you manage your money. This is Money has long been a fan of both First Direct and Starling's current accounts. The former has a strong history of good customer service and the latter has a good app and no charges for spending abroad. In our view, Nationwide, in fourth place in terms of customer satisfaction, is also a great choice for earning interest on the cash in your account, offering 5 per cent on FlexDirect balances up to £1,500 in the first year. After this it drops to just one per cent. There's also up to £5 cashback available each month on debit card purchases for the first year. First Direct's £175 offer* is a great option for earning cash on your switch, with £175 up for grabs. You must be a new customer and use the Current Account Switch Service to bag the deal. Make sure you read the terms and conditions before going ahead. There isn't currently an end date for the offer. But First Direct says it can be withdrawn at any time, so if you want to make the switch, it makes sense to do so while you still can.
Fast Company
2 days ago
- Business
- Fast Company
‘Customer satisfaction at the end of the day': TikTok users push Costco's return policy to the limit with wild refunds
Costco is well-known for its no-questions-asked return policy. Now some shoppers are taking it upon themselves to test the limits of that policy. 'Returning my slime stained carpet to Costco,' one TikTok user posted earlier this month. Costco offers customers an unlimited grace period to return most purchases for a full refund, earning the wholesaler a top-six spot among stores with exceptional return policies, according to a 2023 ranking by U.S. News and World Report. While the customer received a full refund for the ruined rug, the comments section on the TikTok video was divided. 'That's embarrassing for you,' one person wrote. 'This just seems wrong,' another added. For others, it's simply about getting their money's worth. 'I could be mad but in this economy . . . hell yeah,' one comment read. Even Costco employees chimed in. 'Our upper management has said Costco makes way too much money. [T]hey would rather take the hit than lose a member,' one wrote. 'Customer satisfaction at the end of the day.' What if the rug is in perfect condition but you just don't like it anymore? No problem. Another TikTok user returned a rug bought over a year ago because it no longer matched their aesthetic—and received a full refund. Costco's return policy is not only open-ended in terms of time frame, but it also doesn't clearly define the condition items must be in upon their return to the store. One person returned a broken couch four years after buying it. Another brought back a half-eaten chicken bake. Both were refunded in full. 'This is why we can't have nice things,' one person commented. This isn't the first time customers have pushed the policy's boundaries. One notable return made headlines in 2018 when a woman brought back her dried-up Christmas tree in January. Extreme as it may seem, the policy supports Costco's membership model. 'Kudos for Costco,' the couch-returner said at the end of his video. 'You've got me as a client for life now.' Research shows that restrictive return policies can cost retailers business, whereas positive return experiences often lead to more purchases. Still, that doesn't mean the customer is always right. Of the $685 billion in U.S. retail merchandise returned in 2024, $103 billion was attributed to return/claims fraud or abuse, according to a 2024 report from Appriss Retail and Deloitte.
Yahoo
6 days ago
- Business
- Yahoo
AT&T's customer guarantee is working, CEO says
This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. Dive Brief: AT&T CEO John Stankey said AT&T Guarantee, which it launched in January, is winning customers and improving satisfaction with the provider. 'Our customers' preferences for being served by one connectivity provider is a key reason we launched the AT&T Guarantee earlier this year,' Stankey said on an earnings call Wednesday. 'Our guarantee is a promise to our customers that we will provide them with the connectivity they depend on, the deals they want and the service they deserve, guaranteed, or we'll make it right.' AT&T saw a boost to its postpaid phone connections. The company added 401,000 net postpaid phone connections in the second quarter, according to an earnings report. Dive Insight: With increasing competition, AT&T highlighted its customer promises and experience initiatives — efforts to keep customers loyal and acquire new ones. That guarantee is resonating with customers, Stankey said. 'For example, since launching the AT&T Guarantee in January, we've seen improved net promoter scores among our wireless and fiber customers following a network event,' he said. 'It's clear that we're winning with customers, and our performance through the first half of the year highlights the returns we're achieving as we accelerate our fiber deployment and complete our wireless network modernization.' As part of the guarantee, AT&T promises customers that if they are routed to technical support assistance, they will speak to an agent within five minutes or they'll be offered the option to schedule a callback. The guarantee also addresses network outages: Fiber customers and wireless customers experiencing network interruptions of at least 20 minutes and at least 60 minutes, respectively, will also receive a bill credit for a full day of service. The wireless provider's revenue followed the growth of postpaid phone additions, rising 3.4% year over year to $30.8 billion. Sign in to access your portfolio
Yahoo
22-07-2025
- Business
- Yahoo
TCN Unveils How AI-Powered Solutions Redefine Contact Center Efficiency
ST. GEORGE, Utah, July 22, 2025 /PRNewswire/ -- TCN, a leading provider of cloud-based contact center solutions, today announced its comprehensive strategy and enhanced product suite leveraging artificial intelligence (AI) to empower contact centers to achieve unprecedented levels of efficiency, compliance, and customer satisfaction. TCN's approach simplifies AI implementation, making the power of advanced technology accessible and impactful for businesses of all sizes. "AI is and will continue to shape how businesses are organized, managed, operated and optimized," said Jesse Bird, chief technology officer at TCN. "While AI will grow to be a key component of your contact center, it is an enhancement to your current software, not a replacement. As you incorporate more AI into your system, you must learn where it can be used and then decide where it should be used." Elevating Your Contact Center with AI: Three Key Use Cases TCN's AI-driven solutions address core pain points within contact centers, providing more efficient and reliable solutions that augment, rather than replace, human expertise. Our key use cases include: Agent Augmentation: AI enhances individual agent performance by providing real-time coaching, automating call summaries, and delivering next-best action guidance. This empowers agents to handle interactions more efficiently and effectively. Reporting and Decisioning: AI transforms operational insights through intelligent risk segmentation, optimizing resource allocation, and automating compliance checks to ensure regulatory adherence and minimize risk. Automated Routine Tasks completion: By automating repetitive inquiries and common transactions, TCN's AI-driven solutions improve overall operational efficiency and reliability, freeing human agents to focus on complex, high-value customer needs. TCN's AI-Enhanced Product Suite AI is deeply embedded across TCN's flagship platform, TCN Operator, bringing advanced capabilities to every facet of contact center operations. Businesses can now take advantage of AI across a wide range of TCN solutions: Agent Assist: Guides agents with AI by generating suggested follow-up schedules and real-time response suggestions to enhance interactions. Chat: Optimizes processes using AI chatbots to manage diverse customer inquiries and provide instant support. Email: Employs AI to automate customer service by managing frequently asked questions and processing transactions. Inbound Solutions: Leverages AI voicebots to automate phone interactions, enabling natural conversations and decreasing customer hold times. Interactive Voice Response (IVR): Automates call routing with AI, helping customers navigate IVR, improving access and cutting consumer hold times. List Management Services: Automatically analyzes import headers for field types with AI, saving time and reducing errors across all CRM data storage. Outbound Solutions: Optimizes agent efficiency with AI that monitors hold queues and provides real-time alerts when parties become available. Predictive Dialer: Runs tests and gets feedback before launching a campaign with the help of AI, analyzing settings and potential results. SMS: Automates customer service with AI, handling tasks from FAQs to transactions, freeing agents for complex tasks. Workforce Management: Enhances strategy with AI-powered forecasting, enabling optimal staffing levels and lowering labor expenses. Workforce Optimization: Uses AI to auto-evaluate conversations to identify compliance risks and summarize agent interactions. "Implementing AI into your contact center may seem complex, but TCN makes it simple," added McKay Bird, marketing director for TCN. "Our goal is to help businesses easily reap all the benefits of AI, from optimized efficiency to enhanced customer experiences, without worrying about the technicalities. We invite businesses to connect with us to explore how TCN's AI solutions can best address their unique challenges and elevate their contact center." To learn more about how TCN's AI-powered solutions can transform your contact center operations, visit About TCN TCN is a global leader in cloud-based contact center solutions for accounts receivable management (ARM), healthcare providers, enterprises, contact centers and BPOs. TCN's comprehensive suite includes omnichannel solutions, automation, predictive dialers, IVR, Click2Pay, compliance solutions and real-time analytics, driving operational efficiency and customer satisfaction. TCN promises immediate access to the latest TCN Operator platform, facilitating seamless scalability. With a commitment to excellence and a dedication to meet evolving business needs from start to finish through industry-leading customer service, TCN continues to redefine the contact center landscape. For further details, visit View original content to download multimedia: SOURCE TCN, Inc.
Yahoo
21-07-2025
- Business
- Yahoo
That's Fencing Celebrates 70th 5-Star Google Review, Reinforcing Position as Best Timber Fencing Melbourne
That's Fencing Achieves Milestone with 70th 5-Star Review Melbourne, Vic, July 21, 2025 (GLOBE NEWSWIRE) -- That's Fencing, an Australian owned family business renowned for its expertise in timber fencing in Melbourne, proudly announces the achievement of its 70th 5-star review on Google. This milestone underscores the company's commitment to excellence and customer satisfaction in Melbourne and surrounding areas. That's Fencing website With over a decade of experience in the industry, That's Fencing has consistently delivered high-quality timber fencing solutions, earning the trust and admiration of its clients. The 70th 5-star review is a testament to the company's dedication to providing exceptional service and craftsmanship. "Reaching this milestone is a significant achievement for us," said Grant Kohler, the Director of That's Fencing. "It reflects our unwavering commitment to quality and the strong relationships we have built with our customers over the years." The company's Google Maps listing showcases the positive feedback and high ratings from satisfied customers who have experienced the superior service and quality that That's Fencing offers. As a leader in the timber fencing industry, That's Fencing continues to set the standard for excellence in Melbourne. The company attributes its success to its skilled team, innovative solutions, and a customer-centric approach that prioritizes the needs and preferences of each client. Looking ahead, That's Fencing remains committed to maintaining its reputation as the best timber fencing provider in Melbourne. The company is dedicated to further enhancing its services and expanding its reach to serve more communities with the same level of dedication and expertise. For more information about That's Fencing and its services, interested parties are encouraged to explore the company's website listing and read the glowing reviews from satisfied customers. About That's Fencing That's Fencing is an Australian owned family business with over 10 years in the industry. We specialise in timber fencing in Melbourne and surrounding areas. Press inquiries That's Fencing Grant Kohler info@ PO Box 283Kerrimuir VIC 3129Australia Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
