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What’s new in Which? magazine: September 2019

Take a look inside the latest Which? magazine, exploring the damaging effects of Britain's potholes and revealing the best and worst brands for customer service

Which? magazine is the UK’s bestselling monthly, trusted by more than 600,000 subscribers. Packed with reviews, advice, investigations and news, our aim is to make individuals as powerful as the organisations they deal with in their daily lives.

If you’re not yet a Which? member, we’re offering a sneak peek at the latest product reviews and investigations that are featured in the latest issue. Keep scrolling for a look inside.

Which? magazine: September 2019

Not-so-fun fact: motorists are 2.5 times more likely to suffer a pothole-related breakdown than 13 years ago.

This month’s Which? magazine takes a look at Britain’s frustrating pothole problem, as we quiz Which? members who had experienced costly and time-consuming damage to their cars. With more than 15,000 potholes reported in England in 2018, we explain what you can do about it.

Also in this month’s issue, we shine the spotlight on the best and worst brands for customer service.

We’ve asked almost 4,000 members of the public to give us their views on 100 of the nation’s biggest companies. Respondents rated whether or not the companies make them feel valued, how helpful and knowledgeable their staff are and how they handle complaints. You’ll have to flick through our latest magazine for the results.


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Also in this month’s magazine:

  • Is it time to change your laptop? We run through what to consider in today’s computing landscape
  • Hobs & cooker hoods: best for your budget We round up the best induction hobs, whether you want to spend less than £300 or more than £500
  • Can you really trust hotel reviews? The eye-opening reasons why you can’t always rely on five-star recommendations
  • Love your landline Whether you like to chat or just want to keep a home phone for emergencies, we explain how to pick the perfect model
  • Why you should be tempted by a new dash cam New feature-packed models from the market leader are among the best we’ve tested

From the Editor

Why is there such a gulf in class between companies offering great customer service and those that disappoint? You might assume that helping customers would be a top priority for all businesses, but the evidence suggests otherwise.

Our latest mammoth customer service survey has produced results with clear patterns. Those at the top are companies that prioritise customer service as a selling point. First Direct, as a telephone and online bank with decent but mostly unremarkable financial products, lives or dies by the experience it offers on the phone, and it does a brilliant job – its customers love that they can get straight through to a human without any automated menus. Waterstones, the bookseller, faced an existential threat from Amazon but has reinvigorated itself by focusing on the personal touch, with customers praising its knowledgeable staff and book recommendations.

At the other end of our league table, you find the usual suspects. Ryanair is perhaps a special case in dead last, below a rogues’ gallery of energy and telecoms companies: BT, Scottish Power, TalkTalk and Virgin Media. The formula for top customer service isn’t a mystery – all we want is well-trained, friendly staff who aren’t too busy to help. The worst offenders clearly don’t view improving customer service as essential to their commercial success. If they don’t think that’s fair, they can prove me wrong. In the meantime, don’t put up with shoddy service, and switch wherever possible – you deserve better. We will continue to hold these companies to account.

Harry Rose, Editor, Which? magazine

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