Yesterday, my wife was completing an online survey when she came across a question that asked: [How far do you agree/disagree with] Name-of-company makes me feel that my custom is greatly valued (wording might not be exact). Originally, she answered Disagree, clicked Continue and then a follow-up verbatim question was displayed that asked: We are sorry to hear [...] - why did you answer in that … [Read more...]
Carphone Warehouse puts emphasis on Customer Care
June 12, 2009 By 2 Comments
Three cheers for Carphone Warehouse!! Alexandra Fean’s article in last Saturday’s Business section of The Times discussed Carphone Warehouse’s decision to reward staff on service rather than sales. She did not go into a lot of detail but I can report that they are using the Net Promoter©* scoring methodology to measure customer satisfaction and reward staff according to their … [Read more...]
What do customers want when they complain?
June 2, 2009 By Leave a Comment
Yesterday's post by Dan (A cautionary tale about ISP Customer Care - the power of negative word of mouth) is not untypical of the frustration felt by literally hundreds and thousands of consumers across the country. We've mentioned before that we conduct the annual UK customer care study for the Customer Care Alliance. This deals specifically with how organisations respond to consumers with … [Read more...]
A cautionary tale about ISP Customer Care – the power of negative word of mouth
June 1, 2009 By 10 Comments
The ISP and domain registrar 123-Reg upset me enough to turn me from an already dissatisfied customer into an angry customer a couple of weeks ago. The disappointing thing is that they had the opportunity to convert me to "quite satisfied" status by simply giving me an explanation that would go some way to giving reassurance, but they blew it by ignoring what the customer was saying and hiding … [Read more...]
