Dear online providers — in case you haven’t noticed, the major differentiators  between you and your competitors is very likely to be customer service — and understanding the needs of those using your service.

My utility provider wants me to use their energy-saving services (cavity wall, loft insulation etc), and I’m willing to give them a go. But, as a leading online service centre you might want to consider suppliers who will arrange appointments on weekend or evenings! (And they, in turn, should really join the 21st century)

And, if you operate in multiple countries providing personalised, on demand ‘stuff’ it would be great if you could flag up that you do when a customer is directed to your US site and enters a UK postal address. This would have saved me the £12.80 post office charges; where was the big warning? But what would have been even better is that the goods that arrived were actually as shown on your website; printing a very precise graphic under a complex texture really didn’t look great — and printing it off centre (on a mirror-image artwork). Not insisting I return the goods before refunding was a redeeming touch, but I shouldn’t have been in the situation.

So, two companies I won’t be using — that I have negative feelings towards and won’t ever recommend or refer — and one that I’ve dealt with for some years that I feel less positive about. All for want of a little quality control and service design.