Positive customer feedback

Positive customer feedback

  • Comments 7

I just received some (unsolicited) feedback from a customer who wanted me to pass on their great experience with the Microsoft Office Document Scanning tools to the right team. Although it wasn't feedback for the product I work on, it was nice that somebody actually felt strongly enough about their experience with Office that they took the time to dig out my e-mail address from an old newsgroup discussion and write up a "gee that was cool" e-mail.

Usually all we hear about are complaints and problems. Everywhere you look (newsgroups, e-mails, blogs, websites, TV, newspapers, magazines, you name it) you find stories about how customers are angry or unhappy with Microsoft, about how our products are full of bugs, about how we always imitate and never innovate, about how we don't care about customers, about how we're all just money-grabbing you-know-whats, you name it.

It kind of gets you down after a while.

Even when people say they like a particular product, it's usually saddled with "...but it's missing basic feature XYZ / it's too slow / it's too hard to use / this other feature really sucks / etc." Obviously this is all good feedback and we use it to make the products better, but still, we're only human.

But every now and then someone takes the time to say "Hey, I actually like what you guys are doing," and it all seems worth it again :-). Thankyou, it's very much appreciated.

So what's it like working in a smaller organisation that has a closer relationship with its customers (and isn't always in the public eye)? Do you hear the good stories as well as the bad ones?

  • Depends on just how small the organization is. My company has less than a dozen employees, yet because we're "virtual", it's not unusual for someone to be out of the loop if they're not directly involved with the account. We do try, whenever we hear a great reaction, to at least send an e-mail to everyone to let them know that we're doing things right; most often the comments are heard in person or over the telephone so that's our only way to spread the word.

    As for me, I've been working with Office 2003 since early last year; while it's not perfect, I really do think it's amazing and I'm very glad that I took the chance to try it out. In fact, my company is building its future on it!
  • I don’t think it is any different compared to larger companies. It’s just that it is easier to place all feedback in the proper context. Most of the time feedback isn’t so bad if you look at it with your customer glasses.
  • Paul - agreed that specific feedback is good; it helps us build better products. But it's the generic "Microsoft sucks" comments that are hard to deal with, and boy do we get a lot of those!
  • For the 4 years up until November last year I worked for a small company, about 20 employee's or so. The same thing happened there, we only really heard bad things and complaints. Generally, when people are happy and having a good experience you don't actually hear from them, but if you contact them and ask them for a product reference they are more than happy to give one, but you have to make the contact.
  • For the 4 years up until November last year I worked for a small company, about 20 employee's or so. The same thing happened there, we only really heard bad things and complaints. Generally, when people are happy and having a good experience you don't actually hear from them, but if you contact them and ask them for a product reference they are more than happy to give one, but you have to make the contact.
  • Personally the company I work for mainly sells to Gov't & Schools. And the people using our products are all IT people so that may explain why we actually don't receive that much complaining. Sure there is the occasional bug but as soon as there is a bug ME the lead developer is given it and usually within a day it's fixed and patched. We actually hear ALOT of comments about how HAPPY people are with our products. Sure everyone wants something new added but when they get it added and are able to save days of work by using our product they're usually pretty appreciative. I almost hope we don't get TOO big that we lose that closeness with the customers.
  • Hahah case in point.. someone was having an issue because our crappy Wise installer dosen't always install some DLLs properly. As soon as I told him how to fix it I got a "That worked. Thanks very much. You guys do good work there."

    I think people appreciate honesty and a quick response. Everytime I have a problem and I don't get an immediate response (for less then $250) I'm suprised.. then I remember that not everyone is like us. But then again when you're worth billions you can't exactly run your company the same way ;) but then again I'm content with us making millions.. ya know?
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