Britain’s utility watchdogs have let water, energy and broadband firms build a digital wall, leaving desperate customers to fight through automated systems for any chance of useful help. At ReplyResearch...
Category - Responsiveness
Responsiveness, as a topic concerning the offering of any service, covers all the issues related to responding to unsolicited enquiries, to minimize friction and demonstrate respect for the time, effort and interests of those being served.
Richard Hall
Telling them to dial 111 if they just can’t take it anymore? Not such a safe bet
We went through the emerging official data, local evidence and the first serious evaluation of the new 111 route for emergency NHS Mental Health support. What we found is a crisis doorway that far too often just doesn’t...
Stephen Walters
Took You Seconds To Book That Flight? Now Wait Months For An Answer
Airlines are actually quite brilliant at emailing us. Booking confirmations, check-in reminders, baggage offers and seat upgrades arrive without much trouble. But when you, the passenger, email an airline asking for...
The deafeningly silent watchdog: if they’re ignoring our MPs, what hope do we have?
Tesh and Iona’s nightmare is a matter of official public record, documented on the Financial Ombudsman’s own website. When an algorithm flagged unusual activity on their joint account, their bank completely froze their...
No ID needed to see an NHS GP, but when surgeries are mystery-shopped: No ID? No Doctor!
The NHS tells people they don’t need identification or proof of address to register with a GP. Recent mystery-shopping research shows what can happen when people actually ask. There’s a sources section further...
Peter Friedman
Science Grant Kiss Of Death In The AI Age? When you need to Collect Fresh Data
AI-assisted researchers are enjoying striking career advantages. But guess what happens to the scientist whose worthwhile question needs years of fresh observations before there is anything there for an AI algorithm to...
