New research from the Marks & Spencer money shop, known as M&S Money, shows that most of the UK public are very brand loyal.

The money shop cites new research which shows that once shops and businesses have gathered the trust of the shopping public, they tend to stay loyal and return again and again. Some can remain loyal for over 20 years. Whether this be a food brand, a particular shop chain, or a certain doctor or butcher, people keep going back so long as the trust remains.

So why do people stay so long with their favourite professionals or businesses? Most cite customer service as their main criteria for establishing a positive relationship; good customer service apparently keeps people coming back for more. The research done by Marks & Spencer revealed that six out of 10 people claimed customer service as their main reason for staying faithful.

When it comes to doctors, the British are fiercely loyal if they have a good relationship with their GP. The survey indicated that on average the British keep their doctors for 13 years, with a further 10 million returning to visit the same doctor for 25 years. Favourite and trusted hairdressers are coveted by British women, 1.3 million of whom stick with the same hairdresser for over 20 years.

Banks will be pleased to hear that once a customer is loyal, they will be equally as long-staying with the bank of their choice. Men on average stay with their main bank for 14 years, with women staying on for an extra 12 months with an average of 15 years.

"Consumers will evidently stick with businesses and people who deliver great service and look after their customers. Most people can name someone they trust completely, whether cutting their hair, managing their money, decorating their house or fixing their car. People clearly feel strongly about good customer service, reliability and trustworthiness as these are reasons why they stay loyal for so long,” says Colin Kersley, chief executive of Marks & Spencer Money.

So what of the customers of the brand that instigated this research? How faithful are the Marks & Spencer customers?

“After 25 years in business, M&S Money has stood the test of time and we know how important it is to continue earning the loyalty of our customers. While the average relationship lasts nearly nine years, our own M&S Money customers have remained loyal to us for an average of 17 years.”

This established money shop is one of the many businesses and professionals, once they have proved their worth to their customer, will enjoy loyalty for many years to come.

Guest Article by Neil Camp 

In a frightening piece of research from Marks & Spencer Car Insurance, it was revealed that many drivers who pick up their shiny cars from the garage forecourt do not fully understand how they work.

The research coincided with the new ‘10’ registration plate vehicles which were out on sale on 1 March, 2010.

And Marks & Spencer are worried.

A spokesperson said:
“Whether it’s a brand new car or a used vehicle, most garages should talk you through a vehicle before you drive it away. To avoid taking risks and potentially causing an accident, it is important to take time to familiarize yourself with the features of a car that’s new to you.”

Their report shows that only just over 10% of drivers will fully examine the car’s manual before setting off for the first time.

What’s more, well over a third of drivers taking their new car out for a first spin, don’t even turn one page of the manual. And just over a half give if the merest glance whilst flicking through the pages.

And what might surprise many, is that women and more guilty of this than men. The research found out that some 40% of woman drive away without consulting the manual, as opposed to around 30% of men.

Such is the supposed confidence of many men, some 20%, that they rely on figuring out the controls as they drive, which does little for concerns over safety as they no doubt drive whilst ‘fiddling’ their way around various essential items like windscreen wipers, lights and music player.

But the research goes on to point out that perhaps a little more manual studying might be a good idea, because a list was created of the top ten issues that car drivers have to grapple with when they get into a new car, or indeed, one that is unfamiliar to them.

The top of that list is headed by that old chestnut of trying to find the handle to release the bonnet, which can try even the most determined of drivers.

Next comes the in-car music centre, which in some modern cars can take a day’s reading of its own manual just to get working properly.

A little less irksome, but still trying, is how to alter the drivers seat position, which many drivers appear to try and adjust whilst moving; never a good idea.

Fourth is trying to find the switch to operate the side lights and headlights and fifth is locating the windscreen wipers.

So be warned, if that car in front has just been bought, then give the driver plenty of room.

Guest Article by Neil Camp

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