Tag: "consumers"

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Current ACSI score declines - Cable, TV, ISP; Mobile Satisfaction increases

Current ACSI score declines – Cable, TV, ISP; Mobile Satisfaction increases

Comcast, TWC haunt bottom of ACSI’s customer satisfaction index Source: Fierce Cable Author: Jim Barthold Potential partners Comcast (NASDAQ: CMCSA) and Time Warner Cable (NYSE: TWC) were cellar dwellers in both the pay-TV service provider and ISP category of the recent American Customer Satisfaction Index (ACSI) of communications industries. Comcast nailed a pay-TV score of […]

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US Consumer Purchasing – First Quarter 2014

US Consumer Purchasing – First Quarter 2014

Consumer Spending in U.S. Unexpectedly Declines Source: Bloomberg Author: Shobhana Chandra American shoppers dialed it back in April after spending at the fastest pace in almost five years. Household purchases unexpectedly fell 0.1 percent, the first decrease in a year, after a 1 percent gain the prior month that was the strongest since August 2009, […]

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One customer complaint each second last year - UK

One customer complaint each second last year – UK

New research in the UK reveals that unhappy customers made a complaint about products and services nearly once a second in 2013. According to the Ombudsman Services there were 38 million complaints last year, which worked out to a complaint every 1.2 seconds. Energy, retail and internet telecoms were the most common sectors for complaints, […]

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Consumer Quality Report Cards for Health Plans

Consumer Quality Report Cards for Health Plans

California Marketplace Among First to Post Customer Health Plan Ratings Californians shopping for insurance policies through the state’s online marketplace can now compare plans based on customer quality ratings as well as cost. Covered California assigned star ratings to the health plans based on member survey responses. The surveys were taken before the insurance marketplace […]

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“Mortgage Relief” company ordered closed by the FTC

“Mortgage Relief” company ordered closed by the FTC

FTC Shuts Down Prime Legal Plans for Offering Illegal Mortgage Relief Services The South Florida-based defendants in an alleged mortgage relief scam will surrender their assets and be banned permanently from providing mortgage relief and debt relief services to consumers under a settlement with the Federal Trade Commission.  This settlement represents the FTC’s largest judgment […]

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Medical Debt Collection to Increase because of the ACA?

Medical Debt Collection to Increase because of the ACA?

Medical debt will persist despite law’s protections Millions of Americans will get health insurance through the Affordable Care Act that will protect them from potentially ruinous medical expenses, but a new USA TODAY analysis shows the health plans they can choose still leave them vulnerable to thousands in deductibles and other out-of-pocket costs each year. […]

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Target breach – Can the FTC fine businesses for failing to protect consumer’s information?

Target breach – Can the FTC fine businesses for failing to protect consumer’s information?

Senator calls for accountability in Target breach Sen. Robert Menendez wants the federal government to hold companies accountable when their customers’ financial information is stolen. The New Jersey Democrat is taking on the topic after last week’s revelation that information about 40 million Target customer accounts had been stolen. At a news conference Thursday outside […]

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Customer Rage Survey

Customer Rage Survey

What’s behind customer rage? At ConsumerAffairs, we see it on a daily basis. Consumers post reviews complaining – often bitterly – about a product or service. Often the complaint revolves around customer service issues. The consumer is told something by a customer service rep that turns out not to be true. Or the consumer is […]

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Toxic Substances Control Act (TSCA) reform requested

Toxic Substances Control Act (TSCA) reform requested

SC Johnson Applauds House Discussion on TSCA Modernization Consumer Products Company Supports Updating 37-Year-Old Chemical Statute RACINE, Wis., Nov. 13, 2013 /PRNewswire/ — SC Johnson, one of the world’s leading makers of household brands, applauds the United States House Committee on Energy and Commerce for its focus on the much-needed legislative reforms to the Toxic Substances […]

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China Tightens Consumer Laws

China Tightens Consumer Laws

China’s consumer law to curb multinationals’ double standards: expert China’s newly revised consumer rights law, which tightens the liability of businesses, may help prevent multinationals from applying double standards on Chinese consumers, said a legal expert here on Tuesday. The revision to the law on consumer rights and interests was adopted by China’s top legislature […]

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YTD lawsuits - TCPA, FDCPA and FCRA

YTD lawsuits – TCPA, FDCPA and FCRA

TCPA Lawsuits Really Are Growing Compared to FDCPA Claims Lawsuits filed by consumers in U.S district court claiming violations of the Fair Debt Collection Practices Act (FDCPA) declined in September on both a monthly and yearly comparison basis. But debt collectors have found themselves increasingly in the crosshairs of suits claiming TCPA violations. According to […]

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What is the impact of poor Contact Center customer service?

What is the impact of poor Contact Center customer service?

Poor Customer Experience Will Drive 74% of Consumers to Change Supplier Delivering a poor customer experience can have a significant impact on a brand or organisation, according to new research* from Mitel® (Nasdaq:MITL) (TSX:MNW), which reveals the important role of contact centres in driving customer loyalty and retention. Almost three quarters (74%) of UK adults […]

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How Consumers Form Attitudes

How Consumers Form Attitudes

It’s Not All about the Science   When consumers have formed attitudes toward an issue, they generally look for information that agrees with their beliefs. This is especially true with their perception of biotechnology-enhanced foods. Those beliefs remained stable even in the presence of persuasive arguments. Giving factual or scientific statements to consumers isn’t enough […]

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Recent Good & Bad Business Policies - Consumer Reports

Recent Good & Bad Business Policies – Consumer Reports

Which companies will be naughty or nice this holiday season? As the holidays loom, who’s been naughty and who’s been nice? Imagine if all companies behaved as if they really had customers’ best interests at heart? Wouldn’t it be something if advertisements were always sincere, minus the double-speak, fine print, and lip service? Surely, no […]

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Top Consumer Complaints in 2012

Top Consumer Complaints in 2012

Published annually by the Consumer Federation of America, this report discusses new types of consumer problems, suggest new laws which should passed, reviews consumer agencies’ biggest achievements and provides advice about how consumers can protect themselves. View the entire Top Consumer Complaints in 2012 PDF Presentation Here View the entire Top Consumer Complaints in 2012 […]

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TCPA Express Written Consent Summary

TCPA Express Written Consent Summary

Legal: TCPA Express Written Consent Requirement Looms Ahead The Telephone Consumer Protection Act of 1991 (“TCPA” or the “Act”) was enacted principally to bolster consumer privacy by addressing issues such as unsolicited facsimiles, pre-recorded telemarketing calls to residences, and autodialed and pre-recorded calls to cellular telephones.  The Act established rules regarding the types of consent […]

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Linked In Logo

What LinkedIn Thinks About Marketing

A Top LinkedIn Exec On Why Content Marketing Matters More Than Ever Today the brand “voice” takes a front seat, while the hard sell takes a step back, and artfully communicating to your audience is critical in a feed-based advertising landscape that is here to stay. In the past few years, there’s been a real […]

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CFPB Oversight & Transparency Concerns

CFPB Oversight & Transparency Concerns

The Consumer Financial Protection Bureau (CFPB), week in review: June 17 – June 21, 2013 Partnership between CFPB and City of Boston Allows Residents Easier Access to Bureau On June 18th, the CFPB and City of Boston unveiled a partnership aimed at providing residents instant access to the CFPB by dialing the Mayor’s 24 hour […]

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CFPB Continues Data Gathering

CFPB Continues Data Gathering

Consumer Financial Protection Bureau: NSA of the Financial World While the National Security Agency’s (NSA) unconstitutional spying on Americans’ communications has been getting most of the press lately, another federal agency has been quietly — and illegally — vacuuming up Americans’ financial data: the Consumer Financial Protection Bureau (CFPB). Created by the 2010 Dodd-Frank Act, […]

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CFPB Complaint Database

CFPB Complaint Database

Consumer Financial Protection Bureau complaint data now searchable by state Today the Consumer Financial Protection Bureau (CFPB) expanded its Consumer Complaint Database to include state-by-state information. The CFPB also added complaints about money transfers and credit reporting to the database. “This data puts valuable information in the hands of consumers to help them understand what […]

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Scam Alert: Timeshare Properties

Scam Alert: Timeshare Properties

Feds crack down on scams targeting timeshare owners Law enforcement officials are cracking down on companies they say stole millions of dollars from timeshare owners desperate to resell their properties. In recent years, a network of law enforcement in the United States and abroad has shut down countless schemes that were hawking phony timeshare resale […]

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Smart Phones Fatal Security Flaws

Smart Phones Fatal Security Flaws

Smartphones another avenue for hackers Smartphones are increasingly popular not only with consumers, but also with thieves who see the devices as another way to tap into bank accounts and other sensitive information, experts say. Many consumers simply don’t realize how vulnerable their Androids, iPhones and other devices can be. An April study by the […]

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Payday Lenders CFPB guidance

Payday Lenders CFPB guidance

Consumer Financial Protection Bureau Payday and Deposit Advance Loan White Paper Gives Glimpse into Future Regulations As part of its ongoing efforts to increase and expand its supervisory role over payday and deposit advance loans, the Consumer Financial Protection Bureau (the CFPB) issued a White Paper on April 24, 2013 entitled “Payday Loans and Deposit […]

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Big Brand Mistakes And Issue Resolution

Big Brand Mistakes And Issue Resolution

5 Big Brand’s Mistakes Solved Stumbles are expected in the startup stage. But when big brands mess up the spotlight on their failings is much less forgiving. From JCPenny’s confusing re-branding attempt to BlackBerry’s service interruptions, we take a look at how five major players faltered and what they can do to regain their customers’ […]

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Unwanted Calls, Prize for Blocking Tech

Unwanted Calls, Prize for Blocking Tech

State Shares Top 10 Consumer Complaints for 2012 A total of 23,205 consumers filed complaints with the consumer protection division of the state attorney general’s office in 2012, a news release said. Attorney General Roy Cooper encouraged consumers to learn about the top sources of complaints as a way to avoid costly problems. “If you […]

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Unfair Trade Practices Worldwide

Unfair Trade Practices Worldwide

Consumer rights are at a discount In recent years, consumer complaints about unfair trade practices have shown a sharp rise in the insurance, banking and telecom sectors. Now, a sample survey on the Impact of the Consumer Protection Act by the Indian Institute of Public Administration, covering rural and urban consumers in 10 districts of […]

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CFPB Call Center Compliance

CFPB Call Center Compliance – 3/26/13

The Skinny on the Consumer Finance Protection Bureau For those just tuning in, there’s a new sheriff in town: the Consumer Finance Protection Bureau (CFPB). The CFPB was created in July of 2010 as an independent bureau of the Federal Reserve System by the Dodd-Frank Wall Street Reform and Consumer Protection Act. The CFPB has […]

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US Retailers Poor Customer Service

US Retailers Poor Customer Service – 3/21/13

Which 9 retailers have the worst customer service? Customer satisfaction with retailers is at an all-time high. However, while the industry improved overall, according to the American Consumer Satisfaction Index (ACSI), not all retailers received high marks. At the positive end of the spectrum, while traditional brick-and-mortar retailers set a record, e-commerce scored better still. […]

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FTC charges 29 for Spam Texting

FTC charges 29 for Spam Texting – 3/14/13

FTC goes after spam texts, ‘free’ offers Regulators say they’ve targeted marketers sending millions of spam text messages trying to steer consumers to websites falsely promising “free” gift cards. In complaints filed in courts around the United States, the Federal Trade Commission has charged 29 defendants with collectively sending more than 180 million unwanted text […]

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CFBP Mortgage Rules

CFBP Mortgage Rules – 2/27/13

Consumer Financial Protection Bureau lays out implementation plan for new mortgage rules The Consumer Financial Protection Bureau (CFPB) today announced a plan it will implement over the next year that focuses on the mortgage industry’s compliance with new consumer protections that go into effect in January 2014. “Our plan is to work with the mortgage […]

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Scam Avoidance

Scam Avoidance – 1/20/13

Protect Yourself From 10 Menacing Financial Scams How to recognize and combat these effective measures of fraud No matter how safe you might feel, everyone is a potential victim of scams. The world is filled with financial criminals looking to steal your bank account information, invade your computer, and swindle you with their false advertising. […]

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Customer Satisfaction Doesn’t Equal Fairness

Customer Satisfaction Doesn’t Equal Fairness – 12/30/12

Stop Assuming Your Good Customer Satisfaction Scores Indicate Fairness Financial institutions rely on customer satisfaction scores, net promoter scores, complaint monitoring and risk assessments to judge whether they are meeting consumer needs. Success is assumed when high scores on internal surveys or surveys conducted by outside firms like J.D. Power & Associates or the American […]

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911 Help by Text

911 Help by Text – 12/9/12

Text-to-911 service to be available nationwide in 2014 Citizens in danger across the country will be able to text distress calls to 911 by May 2014, following an agreement with the nation’s four largest wireless carriers, the Federal Communications Commission has announced. Major deployments of the text-to-911 service should be available through AT&T, Verizon, Sprint and T-Mobile […]

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FTC Warning on Hidden Hotel Fees

FTC Warning on Hidden Hotel Fees – 12/9/12

Hotels Warned on Hidden Fee Scams “We believe that online hotel reservation sites should include in the quoted total price any unavoidable and mandatory fees, such as resort fees, that consumers will be charged to stay at the hotel. While a hotel reservation site may breakdown the components of the reservation estimate (e.g., room rate, […]

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Mystery Shops Improve Response to Initial Inquiries

Mystery Shops Improve Response to Initial Inquiries – 11/10/12

Mystery Shop Service Yields “Gigantic” Lead Conversion Rate Increase Some of the senior living providers using A Place for Mom’s mystery shopping services in the past three years have seen their conversion rates jump 40%, according to Sean Kell, the CEO of the nation’s largest senior care referral service. While there are many factors that […]

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Facial Recognition Guidelines

FTC Facial Recognition Guidelines – 11/5/12

FTC Recommends Best Practices for Companies That Use Facial Recognition Technologies Companies Using the Technologies Should Design Services with Consumer Privacy in Mind The Federal Trade Commission today released a staff report “Facing Facts: Best Practices for Common Uses of Facial Recognition Technologies” for the increasing number of companies using facial recognition technologies, to help […]

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Debt Collectors Face a New Watchdog

Dodd Frank Impact on Debt Collectors – 10/28/12

Debt Collectors Face a New Watchdog For the first time, debt collectors have a federal regulator. Starting on Jan. 2, the Consumer Financial Protection Bureau will supervise companies that collect at least $10 million a year in consumer debts. In the past, debt collectors faced some supervision at the state level and consumers could complain […]

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Website Traffic Tracking and Consumer Deception

Website Traffic Tracking and Consumer Deception – 10/28/12

Market Research Firm ‘Compete’ Settles With FTC Over Consumer Deception     Compete, Inc., the Web market research firm that keeps track of website traffic and recently worked with Twitter to measure the impact of Twitter political advertisements on donations, settled with the FTC on Monday over charges that Compete intentionally deceived consumers into downloading tracking software […]

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Educate Buyers About the Drawbacks and Pitfalls of Their Choices

Educate Buyers About the Drawbacks and Pitfalls of Their Choices – 10/28/12

How Much Choice Is Enough? Customer Satisfaction Increases When Operators Clarify Choice If there are negatives to consumers, then by extension, there must be negatives to our businesses. So what exactly are the negatives of too many choices, and how do they affect consumers? Paralysis: When consumers are overwhelmed by options, they may choose none […]

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BBB Mystery Shopping Scams

BBB Is Warning Consumers To Think Twice Before Accepting A Mystery Shopping Job – 10/14/12

BBB warns against mystery shopper job scams If you’re looking for extra income it can be tempting to consider ads that recruit for “mystery shoppers.” While it’s true that some business industries use mystery shopping, Better Business Bureau has found inherent problems with several businesses offering so called ‘shopping’ opportunities. Consumers have contacted BBB Upstate […]

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New FCC rules protect you from telemarketing robocalls

FCC rules protect you from telemarketing robocalls – 9/15/12

New FCC rules protect you from telemarketing robocalls If you want to receive annoying robocalls from telemarketers you will have to opt in. Federal Communications Commission rules now require that telemarketers get your consent before dialing your number. In addition, telemarketers will also have to obtain consent even if they had previously “done business with” […]

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Consumer Expenditure Survey Anthology

Report: Consumer Expenditure Survey Anthology – 8/11/12

Consumer Expenditure Survey The Consumer Expenditure Survey (CE) program consists of two surveys, the Quarterly Interview Survey and the Diary Survey, that provide information on the buying habits of American consumers, including data on their expenditures, income, and consumer unit (families and single consumers) characteristics. The survey data are collected for the Bureau of Labor […]

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State of Customer Service 2012 - Infographic - 6/28/12

State of Customer Service 2012 – Infographic – 6/28/12

The State of Customer Service 2012 Customer service has evolved from being a necessary cost channel, to one of the most important business differentiators in existence. The explosion of social media has empowered customers and changed their behavior, making them more influential and demanding than ever. In addition, companies like Zappos thrive by making great […]

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Customer Service Evaluation News 5/2/12

Social Media Raises the Stakes for Customer Service Social Media Savvy Consumers Have High Expectations: They’ll Spend More When They Get Good Service and Ditch Companies When They Don’t NEW YORK, May 02, 2012 (BUSINESS WIRE) — –More Than Eight in Ten of These Consumers Have Bailed on a Purchase Because of a Poor Service […]

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Debt Collection Practices News 3/21/12

FTC Highlights Expanded Work on Debt Collection Issues over the Past Year   The FTC Enforces the Fair Debt Collection Practices Act and Promotes Related Education, Research, and Policy Development Initiatives The Federal Trade Commission stepped up enforcement of the Fair Debt Collection Practices Act in the last year by cracking down on collectors who […]

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Tele-Depths / Surveys News 1/9/12

For some consumers, surveys breed feedback fatigue   We appreciate your decision to read this story. Would you take a short survey about your satisfaction with the reading experience? Could you review this article on a website? Rate it for other readers? As inboxes fill with requests to appraise holiday purchases and trips, it’s prime […]