Kevin Hammond(as is Rob Relyea) is a friend of mine who recently blogged about people feeling that our continuous feedback loop (that’s what we call it) is a burden. He was called out in this blog that seems to net out to: stop asking for feedback.
It won’t take you too long to know which side of this argument I am on. I want to give feedback on everything. I believe most people want to give feedback. In order to make it something more than a PR stunt, that feedback should be readily accepted, consistent across everything that can be given feedback on and then actionable. For us that means asking for feedback on the products, our licensing, your account team and anything else that is a positive or negative about our relationship (as vendor and customer). We aren’t always consistent. I do believe we’re trying and nothing is above scrutiny.
There’s a popular chain of restaurants in this area that has a web site that you can post feedback. I did so after having what has turned into a series of bad dining experiences to offset what is usually very good food. No one contacted me. Is that because 1) they really don’t have a process in place for feedback 2) they don’t really care about the feedback 3) they take the information that they’ve gathered electronically and put into a slow, paper based system which takes months instead of minutes or 4) they’ve been inundated with complaints so they’re undergoing a massive customer satisfaction improvement process? I can’t believe its any of the four but number two is the opinion that I’m forming. There’s another restaurant near our office (Arby’s) who seems to have a real problem getting the food ordered and then delivered. I like Arby’s so I posted feedback to their web site. In two days I got a call apologizing for the delay and asking what I thought would help. Thank you for asking. They offered me a couple of free meals but I don’t care about that—I just want to enjoy my roast beef more quickly. <g> I’ve done some Six Sigma stuff so I suggested putting some measurements in place to find out what are the bottlenecks.
I can understand why someone wouldn’t want to give feedback but who wouldn’t at least want to know the opportunity for feedback is there. I think constricted communication is the root of a lot of a company’s problems in retaining customers.