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Not ‘special’ - just better

Press release                                                             26th October 2015 

Not 'special' - just better customer service – is what disabled and older consumers want

Disabled people across the UK want better customer service, more accessible environments and better access to information and support, a survey carried out by consumer research institute Rica1 has found.

Asked to identify current consumer issues and tips, a panel of people with a range of disabilities2 and from all age groups highlighted the need for:

  • more accessible services
  • training staff to respond positively and flexibly to disabled consumers
  • designing facilities and services to be accessible to all

This training and design will be particularly successful if it involves disabled people closely at every stage, survey respondents said.

Rica’s consumer panel also called for good information about products and services. Disabled and older people often look to community groups and peer networks to provide it, they said. However, they want and expect suppliers and service providers to give better information too.

Panel members said:

“Involve customers in every stage of design of a product or service, instead of 'knowing what people want'.”

“Ensure all employees receive disability awareness training.”

“[I don’t like] badly designed products: too many gimmicks, too much technology inappropriately used, failure of designers to grasp basic fundamentals.”


For full details of Rica’s consumer panel survey 2015 called: Not 'special' – just better please go to: http://bit.ly/Notspecialjustbetter

For further information, please contact:

Notes to editors:

  1. Rica is an independent charity which carries out consumer research and publishes information to enable disabled and older people to live independently www.rica.org.uk
  2. Rica’s consumer panel consists of over 400 people from across the UK who have a range of disabilities and come from all age groups. For more information, see http://www.rica.org.uk/content/consumer-panels

Last updated: October 2015

See also: Rica's consumer research panel | Our latest news