Millions of parents raise concerns about children’s safety, support and learning. New evidence shows how poor complaint handling damages trust, burdens teachers and weakens the relationships schools need. When a...
Category - News
Peter Friedman
Accessibility 2.0 Because Today’s Accessibility 1.0 Just Isn’t Accessible Enough
Accessibility is still (mis)conceived as something a ‘designer’ is solely responsible for ‘designing’ Onscreen, it’s things like contrast, keyboard access, captions and labels and in the physical world it’s ramps or...
The pothole crisis is finally over!
Oh yeah, just tell everyone that you’ve now fixed those extremely dangerous holes we reported to you in good faith. And if it turns out that you haven’t done anything, so what? Just let everyone know that...
Stephen Walters
See it. Say it. Sorted. Officially 97% of the time, except it’s not even close to being sorted
Britain’s rail regulator says that 97.2% of complaints were dealt with within 20 working days in 2025-26. That sounds impressive. But when passengers are asked what they thought, the story becomes much less...
Why We’re launching the Customer Support Black Hole Survey
We’ve just launched a new survey into customer support failures because existing research has made one thing very clear: responsiveness matters. But it has also left one major question unanswered – what...
Gabriel Fitzpatrick
