Consumer Skills
matthew
07th October 2019

The Consumer Council returned £212k to the pockets of consumers in 2018/19

The Consumer Council has had a successful year in 2018/19, advising and signposting a total of 1,213 consumers. Throughout the period, 3,782 enquiries and complaints were investigated, resulting in £212k being returned to the pockets of consumers in Northern Ireland.

The Consumer Council has had a successful year in 2018/19, advising and signposting a total of 1,213 consumers. Throughout the period, 3,782 enquiries and complaints were investigated, resulting in £212k being returned to the pockets of consumers in Northern Ireland.

In 2018/19, The Consumer Council successfully completed a second Customer Service Excellence rolling programme. Out of the 57 criterion, The Consumer Council were awarded 17 Compliance Plus, which signifies best practice within this area, and 40 Compliant.

In addition to this, The Consumer Council was awarded a silver award in Pro-active Complaint Handling and a bronze award in Best Complaints Process Business to Consumer (B2C) in the UK Complaint Handling Awards 2019.

Mark Crawford, Interim Head of Consumer Empowerment and Protection, said, “For the year 2018/19, The Consumer Council has seen a 162% increase in Stage 2 complaints from 2017/18. It is encouraging to see that consumers in Northern Ireland are becoming more aware of their consumer rights and have a greater understanding of where The Consumer Council can help them.”

Mark added, “As customer feedback is an essential part of The Consumer Council’s learning and development process, we are delighted to have achieved a Net Promoter Score of 95/100 and a customer satisfaction rate of 99.2%. In addition, our awards from Customer Service Excellence and the UK Complaint Handling Awards 2019, further reinforce the positive work that we are doing for consumers in Northern Ireland.

“I would encourage everyone to take a look through the Annual Enquiries and Complaints report on our website for further details on the work that we have done in 2018/19.”

To learn more, please read our full Enquiries and Complaints Report 2018-19 report: http://bit.ly/AnnualComplaints18-19 or read our short summary report here: http://bit.ly/ComplaintsSummary18-19

Notes:

  1. Net Promoter Score (NPS): The NPS system is designed to test if a consumer likes a ‘brand’ enough that they would recommend it to others.
  2. Stage 2 complaints: A Stage 2 complaint is where the consumer has contacted the service provider but he/she remains dissatisfied with the response received or is yet to receive a response after a reasonable period of time has elapsed.