- What is utellus™?
-
utellus.co.uk is a unique customer service tool. Our website allows consumers to
log on and register their complaints and feedback to any company, business or
public sector body operating in the United Kingdom. The consumer is encouraged
to register the facts and impact of the event and they are asked what outcome
and service improvements they would like to see.
- How does it work ?
-
utellus provides a secure environment for consumers to complain or give
feedback, and for organisations to review, investigate and respond. The
information asked for on the form is designed to help the organisation address
the comments in the fastest way possible.
- How do I get started ?
-
Enter the name of the organisation into the search box on the right hand side of
the homepage. If the organisation is on our database, then you’re ready to
start. If we don’t have it on our database, then please give us whatever details
you can and we’ll try to get them on board.
- Can the feedback get lost ?
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Absolutely not. Each item of feedback is given its own unique number and this is
automatically tracked through the complaints procedure. We will ensure consumers
are not ignored or fobbed off by organisations by monitoring the outcome of
complaints routed through utellus, and acting where necessary. As long as we
have your email address, you will always be kept informed of the status of your
enquiry.
- But why not just complain to the organisation directly ?
-
By providing a single site across all sectors, the consumer no longer has to
fight through individual websites trying to find the right place to give
feedback. It is less easy to ignore or brush off a complaint routed through an
independent third party, particularly if utellus is routing a number of
complaints on a similar subject. A greater sense that their voice counts will
encourage consumers to provide feedback.
- What does it cost ?
-
utellus is free to consumers and provides one user account to each organisation
free of charge.
- Is it just another weblog ?
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No. We run a weblog here.
However, our feedback process is separate and kept
confidential between the consumer and the business. It is not the intention of
utellus for this to be a public slanging match. That might help the consumer’s
short-term emotional needs, but fails to address the issues in a positive and
proactive way
- How is utellus funded?
-
utellus earns income by selling reports to companies so they can monitor their
performance against the targets they have set themselves. They can then
benchmark their performance against their competitors. Companies can also
upgrade their utellus experience by running multiple accounts for different
parts of their business (for example, retail stores, an on-line store and
financial services)
- But how can consumers trust utellus if it is financed by organisations they may
complain to ?
- utellus provides independent reports to its member companies. If they are
not performing to their own customer service targets utellus will tell them.
utellus will not accept sponsorship or advertising revenues, and will never
share its database of consumers with anyone else.
- What can an organisation expect if it subscribes to utellus ?
-
utellus allows an organisation to protect its market share by dealing with
its consumers’ issues and complaints, restoring their goodwill before they go to
competitors. The structure of the feedback an organisation gets is specifically
designed to identify both the issue and potential resolution for the consumer.
utellus also provides verification of Key Performance Indicators (KPI’s) and can
Benchmark Customer Service performance so each organisation can see how well it
delivers against others in the same market.
Additional Information for Supplier Organisations
- How else does utellus expect to earn revenue ?
-
utellus plans to publish regular sector reports, which will highlight the trends
in customer service in each sector (akin to Mintel reports), which will be sold
to consultancies, auditors, brokers, etc
- Does utellus work in other countries?
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We want to see a utellus site in every country. If this is something you’d like
to explore further, please click here
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