Kevin Harrington

There is no point asking for feedback…

customer feedback

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Kevin Harrington

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,

There is no point in asking for feedback if you don’t do it consistently.

I use 1&1 for hosting and domains. Every time I ask for help/support I receive an email asking for feedback.

But, last week I had a problem and it took multiple contacts with them (chat, phone, email) to get it fixed 24 hours later (it was a problem at their end). I was less than happy. Subsequently, no feedback request has been received.

Surely, this invalidates all their feedback analysis if they don’t ask the opinion of dissatisfied customers as well?

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Kevin Harrington Partner
Kevin Harrington is a Partner at Exit Factor UK, helping SME owners increase business value & build a rewarding, well-planned exit. Former CMO at BBC Worldwide.
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Marketing B2B Marketing Maximising Business Value Product Marketing
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