I had quite an amusing discussion today with someone heading up the customer services team of a very large coffee company. I was talking to them about feedback (a speciality of mine).
She was convinced they were doing all they needed to do to listen to customers. It made me smile because a while ago I tried what they had put in place.
The feedback card (a tricky exercise to complete, too many questions, too little space for comment) was duely completed and sent it with the 'contact me' box ticked. Still, a month later, no one has. The local branch manager hasn't heard my feedback either.
Never mind. They had a phone number. So I tried when I got in from work. After navigating those irritating menu systems I was duely told the office was closed.
So after a positive experience in the branch I was left with a sour taste in my mouth. How much do they really care about what customers have to say?
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