The Pricewatch guide to keeping customers happy
Some top tips to help businesses stay off our pages
The real measure of companies is not how perfect they are but how they handle customers’ problems.
Over the past 14 years or so Pricewatch has looked into thousands of complaints on behalf of readers. The details change and the companies who let people down vary (although there are some repeat offenders, particularly in the aviation, telecoms and financial sectors – and yes, we are talking about you, Eir, Aer Lingus and pretty much all the banks) but the basic anatomy of the complaints we get is wearyingly familiar.
They go like this: Mary (not her real name) has a problem – sometimes deadly serious, sometimes not so serious – with a service provider or retailer. Mary contacts the company. The company keeps Mary on hold for hours or just ignores her or gives her the run-around in some other infuriating fashion. Mary sticks with it but Mary is let down over and over again. Poor Mary is tearing her hair out.