#customersatisfaction

We talk to brokers every day on the phone that have been transferred over from people overseas. They are angry. Almost every day a broker tells me they are going to stop selling United healthcare because they’re so fed up with this company. The company might be saving a few dollars on labor by sending all jobs overseas, but they are going to end up losing much more money from all the people that are leaving United healthcare. Wake up Management.

How many org models does it take for us to realize maybe the same leaders who have been here for twenty years don’t get want people want to wear anymore

Looks like we are tied for number #4 in member service. Are we going to get swag stating we are #4?

DXC was selected as the MSP for my previous employer and we were shifted over to DXC. During my time with them I have seen almost nothing but shear incompetence and no common sense from the majority of the offshore teams. Simple tasks that a European or American engineer would accomplish rapidly and without guidance have to be thoroughly explained and reiterated over and over to the offshore teams, and even then the work is either performed improperly or not at all. Obtaining status and timelines are also met with frequent, and obscure "we're working on that" or "we will check on that" without ever receiving useful information. The offshore team members outnumber the onshore team members by 3-4x's yet the work output is abysmal. When the offshore teams encounter something that isn't thoroughly outlined, rather than working through the issue by researching or even using simple tools like Google, they immediately stop and proceed no further and you're lucky if they reach out to someone about the issue in any reasonable amount of time. The client I support is absolutely exhausted from dealing with the non-stop issues, lack of accountability, constant back and forth and overall terrible support from DXC's vast empire of offshore employees that there is serious talk by leadership of ending the contract and bringing support back in house. This isn't only limited to this client either, my former team was split to multiple clients and the sentiment is the same across the board. This isn't a dig on foreign workers, but when the support provided is barely better than partially trained interns it makes it difficult to speak highly of them.

Is anyone going to tell him that he's sh-t the bed and the place is on fire? Customers complaining non stop and threatening to pull massive contracts. Huge amount of knowledge gone with the redundancies. We've all been forced to use Claude (usage limits prevent real gains) and Copilot (can't remember how to do a simple task...like having an assistant but a really dopey one who has to be told the same thing 20 times a day). Random demands from salespeople who sold products we dont have with perfect data that doesn't exist. Where does this sit? Who owns that? Everything is URGENT!!!!

no email yet on Nov NPS survey

wondering why ?

So this machine has only workfow software added to it and a Xerox badge, the Xerox jacks the price way up and traps the customer in higher price contracts and consumable costs. And the software crashes more on it. Are customers happy with this?

Just curious and looking for an honest answer. If I am sitting in LGA right now because 1:25 pm flight has been delayed too many times to count now (now departing at 6 pm supposedly), because of weather, but other airlines have departed to Houston many times over despite the weather, What is the real reason for the delay? Poor agent at the gate shows up every 40 mins or so to tell us the new departure time and to apologized. Lastly she keeps telling folks who walk up to the desk that the flight is in the air from JFK and each hr, she changes the time that it left and should arrive. JFK is not 3 or 4 hrs away????

Elon Musk just bought spectrum to be able to sell phone service. Most of Verizon customers are conservative and hate Verizon because of years of lying, outsourcing, over billing, and treating customers like sh-t and love Elon Musk for whatever reason good or bad. That’s why Verizon is desperately trying to eliminate employees and overhead. They know people will flock to Elon and SpaceX.

Ameriprise Financial receives low scores on public review platforms like Trustpilot (averaging around 1.4 to 1.7 out of 5 stars)

So the folks strip mined this firm so badly now the customer complaints are at an all time high. Funny as the markets are about to implode. Truly wall street

On September 1, 2026, a proposed class action, Powlen v. TIAA-CREF Individual & Institutional Services, LLC and TIAA Trust, N.A., Case No. 1:26-cv-07494, was filed in the U.S. District Court for the Southern District of New York. The complaint challenges TIAA’s automatic Bank Deposit Sweep Program for certain IRA customers.

The complaint alleges that eligible uninvested cash was automatically swept into FDIC-insured bank deposit accounts while a higher-yielding money market fund option was available through TIAA’s platform. It further alleges that TIAA’s agreements promised that swept deposits would bear a “reasonable rate of interest,” but the rates credited to customers remained materially below short-term market benchmarks and TIAA’s own higher-yielding alternatives.
What Does the Complaint Allege?
According to the complaint, TIAA’s bank sweep rate changed only modestly while short-term interest rates rose substantially. For example, the complaint alleges that by June 2023 the Federal Funds Rate was 5.08% while the TIAA sweep rate was 1.00%. It also alleges that TIAA displayed materially higher rates for certain managed, overflow and money market options while keeping eligible customers in the lower-yield bank sweep program.

The complaint alleges that TIAA and its affiliates benefited economically from swept customer cash and that TIAA’s compensation structure created incentives to use sweep options that generated greater compensation. Customers allegedly received less interest than they would have received if TIAA had paid a reasonable rate or used available higher-yielding options.

Retiree here. Sitting in hospital bed near Zurich, looking out window and landed on idea of “universality of kindness and compassion in manner that does not require translator” regardless of situation for face to face interactions. Idea came about due to broken hip I sustained on 9 11 and the unending compassion I have received. Think about where retention and customer sat could go if all of Claims was ready to bring to life daily. They do good job, how is it made great?What prevents this from happening? Claims staff have opportunity
To be angels to customers in keen time of need. Ps. Not seeking sympathy as I will be fine. Seeking intelligent chat on needed actions.

Anybody else getting distinct whiff of ammonia that indicates rising panic among the T2’s ?
Customer feedback must be brutal.

The long credit-card binge bill of leaner-faster-cheaper-ship at all cost ….
must be finally coming due.

Does the company care about its customers?

Who was the genius who decided that a Satisfied customer response equals a 1 out of 5? We're asking for emails for someone spending 2 seconds in the store getting a coke, to get a survey email and sc--w us over.

It seems as though we have lost our way to deliver high customer satisfaction. The forward models are uninspired. Quality leaders seem seem to be happy with status quo. There needs to be a change in the Quality leadership so we can start engineering vehicles customers want and deliver high satisfaction. Is it time for a new Quality Czar?

The free tier's biggest feature, the malware and phishing blocking, is invisible. Customers never see it work. No alert, no moment, nothing to point to. What they can see is the paid tier, and that's one camera and one sensor for $15 a month, more than Ring charges for full professional monitoring on an unlimited system. It only runs on our gateway, so the customers most likely to leave us are excluded from the thing meant to keep them.And we're not a company people rate highly right now. Cable ISPs sit at the bottom of the satisfaction rankings, well behind fiber and 5G. Free doesn't fix that. It just adds something invisible to a bill people already think is too high.
I think it's a fine retention product. I don't think it's a new category, and I think we should be honest with ourselves about the difference.

A few weeks old but still interesting. Community Forum was closed to push people to use the AI tech support. Apparently most customers didn't know it even existed because they already vented amongst themselves on Reddit, Facebook and X (the artist formerly known as Twitter)

https://www.phonearena.com/news/verizon-betrayal-doesnt-hurt-as-it-should_id182084

How is this layoff related?
Customer sentiment is an indicator of company success.
Company success or lack thereof is an indicator of future layoffs.

Successful company has layoffs → customer satisfaction drops → customers leave → company success drops → company has to course correct and maybe stop layoffs to regain customers or face the decision to sell or close.

From corp to field, how many ppl were hired recently?
Given the recent revenue and profit increases, lead by increasing customer satisfaction, I see lots of new employees in stores nearby!
Just curious

• T-Mobile forces legacy Magenta, ONE, and Simple Choice customers onto pricier 5G plans mid-July.
• Cumulative increases reach up to 60% above original rates for some grandfathered plan holders.
• T-Mobile’s five-year guarantee excludes fees, which the carrier has already raised twice in one year.

https://www.gadgetreview.com/t-mobile-just-ripped-8-million-customers-off-their-grandfathered-plans-and-raised-their-bills

Hundred of open position, lots of new customers, very high renewal rates

We are a rocketship and the market is impressed

Read this: https://wccftech.com/verizon-replacing-humans-with-ai-for-live-chat-is-lowering-response-quality/amp/

Glad InfoSys and Accenture are so talented at building AI solutions for our customers. Not to mention our awesome and talented Verizon India teams and GTS leaders. Let’s keep spending Billions to make our customers hate us and AI more than they already do!

And we still have people like Oliver and Octavian destroying our business and staff morale. Joe was promising but seems to have a parrot called Oliver on his shoulder feeding lies and BS to get where he wants.

When is Hitachi Ltd going to listen to their main assets, those who do the hard work, those that deal with customers every day, and want the best for the company and not just an ego trip. CSAT is nothing without those on the ground, and if they aren’t happy how can our customers be happy?

Someone high up needs to speak to the people that actually make the business tick over, and not only in AMER, but all GEOs. Find out what’s really happening and stop HR protecting these tyrants.

https://martech.org/what-intuits-layoffs-mean-for-mailchimp-customers/

I am about to be let go from a group that was supporting a mature, well-known product that should have been practically free money for Cisco. Instead, it was a source of constant agony for customers who suffered numerous outages, resulting in angry phone calls. What do you think people like this think when they read the news? Time to pick another vendor.

I feel bad for my fellow employees today, but I feel just as bad for customers who have unwisely entered into contracts for this bottom-feeding outsource chop-shop.

https://www.cheapism.com/americas-worst-banks-according-to-customers/

#9

One of the reasons that Franklin Templeton employees about to be laid off got shifted to service Heritage clients is because the staffing was so poor in the face of more incoming calls, FIS clients such as Victory Funds were unhappy with the hold times and delays in service. This is why FT took back their calls. The question is rhetorical: are there any happy clients out there?

For years, Verizon Communications built its brand on one idea. The best network.

That worked when the gap was real. It is not anymore.

Today, every major carrier is good enough. Most customers do not see a meaningful difference in daily use. But they do see the bill. And they do feel the experience.

That is where the problem is.

You cannot charge a premium if people do not feel it. Not in speed. Not in service. Not in how easy it is to deal with you.

This is not really about the network. It is about everything around it.

Simple plans
Clear pricing
Fixing issues the first time
Respecting the customer’s time

These are not big ideas. These are basics. And when the basics are off, no network claim can save you.

The real shift is this. Telecom is no longer about who has the best signal. It is about who delivers the best overall experience for the price.

Verizon is now being forced to face that reality.

The next move will matter. If it is just more promotions, nothing changes. If it is a real reset in how the company serves customers, then there is a path forward.

Right now, the message is simple.

Having the best network is expected.
Making it worth paying for is what matters.

There are ongoing concerns about a Southeast team member acting beyond their assigned responsibilities. Multiple customers have reported unprofessional communication, which is negatively affecting client relationships.

Additionally, decisions being made appear to prioritize short-term margin improvements at the expense of customer satisfaction. This is creating unnecessary friction and could impact long-term retention.

It would be helpful to clarify roles, responsibilities, and communication expectations to ensure a consistent and professional experience for clients.

https://hitconsultant.net/2025/08/22/klas-report-oracle-health-faces-customer-losses-and-declining-satisfaction/

Verizon is trying to improve every place possible but how about customer experience ?
That team is really bad and they do not want feedback from anyone. They think they really know it all. There are so many of them

As an employee, I can’t even navigate cleanly and find anything I am looking for. Trying searching for simple things on web or app.. totally irrelevant search results..
it is generating negative NPS when people can’t complete simple task online in this day and era..

I’ve worked at BD across several divisions for many years and have always taken pride in delivering strong results and supporting my customers. Recently, however, the environment has changed significantly. Many team members are new, training has been inconsistent, and processes and expectations are often unclear. As a result, much of my time is spent navigating internal obstacles rather than focusing on serving customers and driving business outcomes.

Despite being able to manage through these challenges, it has become increasingly difficult and frustrating to operate effectively. There is a growing perception among employees that these conditions may be intentional—creating an environment where people become discouraged and choose to leave rather than the company having to manage formal separations.

At the same time, customers are feeling the impact of the internal disorganization, which risks damaging relationships and driving business away. This combination has led to declining morale among employees who are trying to continue performing at a high level.

Having experienced what this company once was, it’s particularly disappointing to see the shift. BD was once the best professional experience of my career, and I remain committed to working hard, supporting my customers, and contributing to success. It’s difficult, however, to watch the organization move in a direction that makes that increasingly challenging.

This company cares about nothing accept blinding customers and robbing everyone. Evil to the core

No wonder things aren’t looking up for us. Numerous customer complaints about how difficult we are to work with = lost accounts!

In some departments there’s no worry for layoffs. People quit at such a rapid rate they can’t even staff properly. This company is doomed unless it corrects its ways. Customers and workers alike despise how evil the processes are and customers cancel and employees leave because of how terrible the call routing is.

analyst take on ROK:

One of the first companies to address industrial automation, Rockwell Automation (NYSE:ROK) sells products that help customers extract more efficiency from their machinery.
Why Does ROK Worry Us?
Organic sales performance over the past two years indicates the company may need to make strategic adjustments or rely on M&A to catalyze faster growth
Earnings per share have contracted by 1.5% annually over the last two years, a headwind for returns as stock prices often echo long-term EPS performance
Diminishing returns on capital suggest its earlier profit pools are drying up

My take. Layoffs will continue in low amounts. Leadership and the board are cautious leaders who value their options over growth. If you are good. Leave now. If you are less than good. Hang on. Most will hang on.

So they basically got rid of a support layer because tmobile is fu--ing stupid. We didnt have enough support to begin with and the support we did have was also fu--ing stupid cause they dont read half the sh-t you put in the chat. Now we have the same exact protocol for help with less of it. Customers are about to suffer. I will say Team Managers didnt do much sh-t and didnt pull much weight. Now they are the actual coaches. They got rid of the coach position. So now we have one manager everyone reports to and an assistant manager to each team that is there to help and support. We use to have two support individuals for night shift for example. Now it will be one. Help will take longer to get and our call rate time will sky rocket and the whole time we will get yelled at to keep it down. Typical Toxic tmobile fu-kery. Managers already refuse to follow policy if it gets them put on a list. No one wants to be on a list they have to answer to, so customers rarely get helped anymore. Tmobile only cares about metrics. The next time you see the white T with a pink background on the coaches headset at the super bowl game, remember they laid off thousands of employees to pay for that and made it take longer for you to get help when you call with extra stress on the experts you speak with.

I got to say Uniti and Windstream has been great to me. I love this company. The people, the employees. All of it. Customers love me when I show up and tell them they don’t need to switch to Fiber and can stay on copper. They give me a hug. I love you all.

our customers, maybe not so much.