Customer experience in decline

“Customer experience in decline”

Written on: 04/06/2012 by Gibbo71

I'm a senior manager at one of the UKs leading broadband providers (so have some expertise in this area), I've used topcashback for some time now and regularly use the same merchants. So what I can't understand is why after a very positive 1st 6 months or so of using this service a number of transactions have not tracked, that when I've chased them I've been told that the last referral site was not topcashback despite their own records showing that I've inked from their site seconds before the recorded transaction took place, and that in general when transactions have tracked payments to myself and family members that use the site are taking far longer than expected.

I am not sure if this is a result of demand following the recent TV campaign, an attempt at increasing revenues, or a realisation from the merchants that the model is not attracting substantial new business, or something completely different.

Whichever topcashback need realise that they have no product other than customer experience and that there are other providers of this type of service available. There is little difference between discount levels between one provider and another and most users will take a quick, hassle free positive experience over a few extra fractions of a percent, and ultimately the highest level of merchant discount will go to the site that delivers the most customers, which will be the one consistently delivering the best experience.