Column: Feedback without action is worthless

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  • mselbie

    Completely agree. What is the point of asking you tomorrow about a service today?….NONE. The downsides of this delay mean that the customer has defected and worse still, defected and go on line to complain to their friends – And the business will never know it until they read about it.

    Don’t get me started on comment cards – these things never help and should have been put out to grass years ago.

    New technologies like Opiniator can help – where the customer uses their own cell phone to give on the spot feedback – that alerts the business if something is not right – even allowing the business to contact the disgruntled customer if they agree.