It Pays to Complain - And Business Benefits Too!

It pays to complain – that’s the message from hundreds of dissatisfied customers who are cashing in on compensation from embarrassed companies.

Brits are learning that they can pick up thousands of pounds in cash, new goods and other benefits just by complaining about sloppy service or faulty products.

Terry-Anne Gulko, from Norwich, is the self-confessed Queen of Complainers. She says she’s made more money from compensation claims than from her day job.

She discovered her talent for complaining ten years ago and decided to cash in on it.

Since then she says she has made tens of thousands of pounds a year – more than she does from her job as a PR consultant.

She has complained to dozens of companies large and small after things have gone wrong and she says the secret of success is “Take your complaint straight to the top.”

It started when she booked rooms for her wedding guests with a top hotel chain.

She says: “They mixed up nearly every room and when my two year nephew became seriously ill with an allergic reaction, my sister called me for help but hotel staff couldn’t tell me which room they were in because they couldn’t operate the computer system. We had to run around calling for them.

“I took my complaint to the chief executive – after getting no response from customer services – and got a response within the hour. They ended up asking me to name my price for the mix-up with my nephew. I asked that all their staff should be sent on an extra computer training programme.

“They also gave me vouchers for more stays – but something went wrong with all of them and I had to make more complaints.”

Her next claim was over a phone installation, which ended up with a lengthy planning wrangle and Terry-Anne getting a bill £125,000 for consultancy and other work. She complained and was finally awarded £2000 compensation.

Then another phone fault led to her not getting the message about a family bereavement – and yet more compensation.

Since then she’s taken on banks, energy companies and food manufacturers. She says: “The culprits are usually big companies. The smaller ones usually care more about complaints and don’t get into expensive disputes.

She says: ”Don’t bother going through customer service departments – find out who is in charge and make your complaint directly to them. It is easy to track them down – just go onto the company web site and get their names – very often you get their email address and PA’s phone number as well.”

The findings are part of a survey by Britain’s leading Mystery Shopping company, Retail Active – who asked hundreds of its regular shoppers for details of successful compensation claims.

Retail Active’s director, Julian Chamberlain said: “Our findings show that more Brits than ever - 71 per cent - are prepared to complain about poor service – and it certainly pays to complain.

“You should be compensated if a standards of customer service and product quality are not met. It keeps companies on their toes and helps to maintain standards at all levels.

“There is a positive spin off for businesses too in settling complaints. The evidence is that when a company adequately compensates an unhappy customer – they pass on more positive feed back to more people than they would if they had had good service in the first place.

Complaints include:

• The 75-year-old gran with arthritis who needed to change trains at Milton Keynes. Station staff wouldn’t let her son-in-law onto the platform to help her and then directed her to a goods lift, where she got trapped. She was given a full-refund and extra travel vouchers – although she refuses to travel by train again.

• The mum whose toddler banged his head when a supermarket trolley seat collapsed. She was first offered a big bag of sweets – but was later given £300 when she took it to the top.

• The granddad who counted the perforations in Typhoo tea bags with a pin to prove their ad campaign that there were 100 perforations in every bag was wrong – and won a years supply.

• A bug found in a home delivery pizza. The supplier refused compensation until the customer threatened to call environmental health – and £35 was offered on the spot.

• The father who always took a notebook on family holidays and jotted down every problem and complained about them all at the end of the break – netting hundreds of pounds in compensation.

Retail Active - By Appointment to the Queen

When Optomen Television were looking for a company to supply Mystery Shoppers for their flagship TV series ‘MARY Queen of Shops’ they chose Retail Active, Britain’s leading Mystery Shopping Company.

Optomen Television were looking for a partner to supply experienced Mystery Shoppers who could be available at very short notice at undisclosed locations at opposite ends of the country. It was also essential that Retail Active could provide specific demographically profiled people to mirror the customer type of the outlets being helped by Mary Portas.

Mary is one of the UK's foremost authorities on retail and brand communication and is credited with turning Harvey Nichols into the modern fashion powerhouse that it is. What she doesn’t know about retail isn’t worth knowing.

Retail Active met the brief by supplying mystery shoppers to conduct a specific assignment as part of the filming schedule. The shoppers included Faye Blundred. Faye is a ‘Premier’ rated shopper having conducted special assignments here in the UK and overseas. Fay said, working with the Optomen TV production team was great fun and Mary is lovely. I can’t tell you anything about the programme as its top secret, but anyone interested in business and fashion will find it compelling viewing!

Julian Chamberlain, Managing Director of Retail Active mystery shopping said: “We can call on thousands of experienced consumers to give us rapid and accurate customer satisfaction feedback.

“We specialise in working with our clients to monitor standards of customer service and to pinpoint areas where improvements can be made. “Working with Optimum TV has been great fun and we are delighted to be chosen by them for our Mystery Shopping expertise.

A spokesperson for the production team at Optomen TV said: “We are delighted with the results of the filming and thank everyone at Retail Active for their help in making it a success”.

Retail Active is one of the UK’s leading Customer Intelligence and Mystery Shopping companies. It sends out thousands of agents every year to monitor customer service standards for a wide variety of clients in the retail, leisure, automotive and travel sectors.

Making a Living as a Mystery Shopper

When 25 year old Jay Cox gets home after a day’s shopping – he counts up how much he’s earned.

Jay, from Exeter in Devon, is a full-time Mystery Shopper, carrying out undercover assignments all over the country, to assess standards of customer service.

He can appear unannounced in businesses ranging from High street retailers to posh South Coast Marinas - with a brief to buy a mooring for a luxury yacht.

There’s a James Bond touch too. He often carries a concealed digital camera with a pin-head sized lens hidden in his lapel or under his cap.

Jay, who left school with just a handful of c and d grade GCSEs, says Mystery Shopping can bring in up to £25,000 year.

He started part time six years ago – and went “professional” two years ago.

He says; “Employment prospects in Exeter are not good if you don’t have any qualifications – so Mystery Shopping is an ideal career choice.

“I enjoy being my own boss, I like working with people and I have a flair for technology.

“You have to be very organised and make careful plans to maximise the number of visits and minimise travelling expenses.

“When I work in London, I leave home at 4am to start work at 9,

“I can get in between four and seven visits per day.

“I pose as a customer and make detailed notes about the quality of the customer service. The biggest thing I’ve bought is a house.

“As well as getting paid, you get to keep some of the smaller items – but obviously I had to give the house back!!”

Jay, undertakes regular assignments for Britain’s market-leading Mystery Shopping company, Retail Active Mystery Shopping.

Retail Active’s managing director, Julian Chamberlain said: “Mystery Shopping is an ideal way to earn extra cash and enjoy shopping at the same time.

“It is perfect for people looking for a second income or for students seeking to make some much-need cash.

“We employ thousands of Mystery Shoppers. Few of them want to make a living like Jay – but his case does show that if you have drive and imagination- there is no reason why it shouldn’t be a full-time job.

“Retail Active Mystery Shopping fulfils a vital role in retailing – by helping companies to constantly assess the quality of their customer service and to keep ahead of their competitors.

“All we ask is for our shoppers to be conscientious, articulate and able to recognise great service.

“You can experience top brands, restaurants, hotels and holidays – and help to make a real difference in keeping businesses on their toes.”

Going Undercover in the Heart of Sherwood Forest

The BBC2 Business programme Working Lunch went undercover in Robin Hood’s old lair in the heart of Sherwood Forest – for a modern-day mystery shopping expedition to the popular holiday resort of Center Parcs.

BBC TV reporter Rob Pittam joined a “secret service” team from Britain’s leading mystery shopping company Retail Active – as they checked on the standard of customer service at the resort.

Retail Active mystery shopping carries out undercover surveys for a wide variety of businesses across the UK, to help employers improve service levels and reward examples of excellent service.

Rob said: “There is a secret army of undercover shoppers at work across the country. Posing as genuine customers, they compile reports on the kind of service they receive. It helps companies to keep their customers loyal – especially during a recession.

“Center Parcs is one of Retail Active’s clients and we were invited to join them on one of their secret missions.”

Retail Active’s managing director, Julian Chamberlain said: “Companies like Center Parcs, who are keen to maintain the highest standards, come to us looking for ways to get feedback about their customers and ways to make a real improvement. We are part of that.

“We are seeing an increase in business during the recession – companies really want to learn more about what their customers think about them.”

Center Parcs’ management say information from mystery shoppers is vital to find out what the Center Parcs experience is like for their guests.

Sharon Matton , Center Parcs UK Guest Services manager said: “It is very dynamic, we get the information back from the mystery guests within 48 hours of the visit.

“If there is anything we need to look at or improve upon – we can do so straight away.

“We also use mystery shoppers to recognise excellent behaviour and we have some great examples of that.

“We don’t look at it as snooping – we have been very clear with our colleagues from the beginning that it is a learning tool. They actually welcome the comments and feedback.”

PICTURE: BBC2 Working Lunch reporter Rob Pittam with Janet Westwood and Julian Chamberlain from Retail Active, as they prepare for their undercover mission to the Center Parcs resort in Sherwood Forest, Nottinghamshire

Earn Extra Dosh Working as a Mystery Shopper

This article appeared in The Sun newspaper, Thursday 22nd October 2009


Earn extra dosh working as a mystery shopper

Join the secret service!


Fancy being paid to eat in top restaurants, go on holiday or test luxury yachts?

You could do all these things as a mystery shopper.

The job is an increasingly popular way of topping up your income and enjoying valuable perks. It also fits around your lifestyle. Paul Prowse, from financial advice website Moneymagpie.com, says almost anyone can be a mystery shopper.

He says: “All you have to do is be an actual customer in a shop or restaurant or hotel then say what you think of them afterwards. “You don’t need any qualifications but you do need excellent observation skills, a good memory and strong opinions.”

“Typically, you’ll be given a brief and a checklist of things to look out for. You need to follow your instructions (without letting anybody know you are testing them), evaluate the response and then provide feedback – usually through an online questionnaire. “For example you might go to a pizza restaurant, order some pizza and judge the cleanliness of the restaurant, the helpfulness of the staff, and the quality of the food.”

Paul adds: “Pay rates vary from company to company and depend on the work. Generally, you can expect to earn £5 - £25 per task plus expenses.”

“Make sure you find the right mystery shopping agency for you. Some department stores, like Selfridges, run their own schemes. But never pay to join a company – it’s likely to be a scam.”

Linda Smith signed up with Retail Active Mystery Shopping and ended up posing as the owner of a luxury yacht to check out facilities at a swish marina. The 57- year-old business studies teacher from Southampton says: “It is a great way to earn extra pin money and have fun as well.”

“I’ve never owned a boat but I had to read up on them and about tides so I could ask the right questions. Then I was asked to visit all their other marinas, where they gave me the red carpet treatment every time.”

“I’ve also had to check out the NHS by phoning hospitals and testing the quality of service delivered to patients.“

“You always get a full briefing on the background to the job and the questions you need to ask”

Julian Chamberlain, of Retail Active, says: “We employ thousands of mystery shoppers. It is perfect if you want a second income or you’re a student.”

“Payment depends on the size and nature of the assignment but we’ve just paid some shoppers more than £200 for a single job.”

“Plus you’re keeping businesses on their toes.”

RECESSION HITS CUSTOMER SERVICE ON HIGH STREET

More than half of High Street shoppers say customer service has declined since the recession began to bite a year ago.

A major new survey by the Customer Intelligence company Retail Active says 59 per cent of shoppers polled think service in the UK has worsened over the past year.

Eight out of ten shoppers went on to say they would refuse to shop again at stores with poor service.

However an astonishing seventy-eight per cent said they were prepared to spend more in businesses where they receive great service.



Retail Active’s director, Julian Chamberlain said: “This remarkable survey has given us a highly revealing snapshot of the effect of the recession on customer service and shoppers’ reactions.

“One very interesting factor is that 71 per cent said they would complain about bad service. This is the highest figure we have ever recorded and it shows British shoppers are no longer prepared to suffer shoddy service in silence.

“We are becoming more like the Americans and Continental Europeans in speaking out about the quality of service.

“More than a quarter, 27 per cent, of those polled said they complain more now than they did before the recession hit!

“A significant majority say they also expect more for their money in the current economic climate.

“The reasons for this decline in service standards could lie in demotivated staff, staff cuts and lack of investment in customer service and training.

“These findings will make essential reading for retailers. If they cut back on customer service and training, they do so at their peril. The figures show shoppers are put off by bad service and are taking their business to retailers who offer better service and value for money.

“Retailers are having to fight for every pound in tough conditions and just can’t afford to let standards of service slip.”

Julian Chamberlain said: “The survey shows that customers think the deterioration in service is due to lack of staff, demotivation, lack of training and staff being unhappy.

“The majority of customers said they were upset most by discourteous staff with more than half complaining about being kept waiting and being ignored.

“Inefficiency, poor presentation, lack of focus and staff chatting to each other, all rated highly on the customers list of dislikes.

Retail Active is one of the UK’s leading Customer Intelligence and Mystery Shopping companies. It sends out thousands of agents every year to monitor customer service standards for a wide variety of clients in the retail, leisure, automotive and travel sectors.

Clients include household names Porsche, Lexus and Toyota, Asda, and Tesco.

Julian Chamberlain said: “We can call on thousands of experienced consumers to give us rapid and accurate survey results.

“We specialise in working with our clients to monitor standards of customer service and to pinpoint areas where improvements can be made.

“As our survey clearly shows – customer service could be essential to survival in the current trading conditions. Customers are quite rightly demanding higher standards and their shopping behaviour is being influenced by how they are treated by staff.”

Further detailed information about the survey is available at www.retailactive.com

Lexus Wins J.D. Power Award for the 9th Time

Lexus the luxury car manufacturer has won the prestigious J.D. Power Award for a remarkable 9th time.

The 2009 UK Vehicle Ownership Satisfaction Study (VOSS) is the successor study to the UK Customer Satisfaction Index (CSI). It is based on the evaluations of over 15,700 online interviews from UK car owners after an average of two years of ownership. The study included 101 models and 29 brands.

The survey covers four measurements of satisfaction and 67individual attributes; owners provide detailed evaluations of the dealerships and their vehicles.

'Lexus consistently delivers an exceptional ownership experience for customers in the UK,' said Susan Barnes, European automotive director at J.D. Power and Associates.

Julian Chamberlain, managing director of Retail Active Mystery Shopping, one of Britain’s leading business intelligence agencies, said: “We are very proud to work with such a highly acclaimed brand that delivers such consistent excellence.

“Retail Active has supported the Lexus network for the past two years, working with them to raise the standards of the retail network. Retail Active operates at the forefront of excellence and we are delighted to work closely with Lexus GB, this award is testimony to the excellence they deliver.”

Retail Active, Start Electron, Fermi Avenue, Harwell Science and Innovation Campus, Harwell, Oxfordshire, OX11 0QR

+44 (0)1235 438413

www.retailactive.com

Press inquiries: John Hemmingway 0115 960 5734 - 0786 764 1983 – john@jhcomms.com