Customer feedback that makes you go “hmmm?”


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During the customer experience measurement process, we asked customers to give an explanation as to why they scored an agent or the company the way they did. These open-ended comments provide true insight into the problem or pain the customer has experienced. Some customer comments leave us scratching our heads saying, “did he just say that?” When we look at the “why” versus the “what” in these comments, sometimes these extraneous influences appear to have no rhyme or reason. It could be any number of things such as frustrations with a factor in the customer’s life, health issues, family problems or just plain loneliness. These comments are some of the ones that certainly made us raise an eyebrow or two, a perfect way to start a Monday.

“Good afternoon. One thing that I have noticed in dealing with this bank is that it is now becoming 100 percent female in some of the banks. I think, overall, that we should have more male representation in our banks. Thank you.”

“I did some commercials for this company. I did the one with the bobsledding. I was supposed to do the one about speed skating but another girl got the job. She belonged to the Socialist Party and that’s why she got the job, is what she told me. There was another one I did. I’d like to talk to you people about that. I need some feedback on who does your commercials.”

“The design could be better. If it was better, the motor wouldn’t have burned a hole through the bottom and almost caught our house on fire. I also think the repair companies you send out should be checked out. Sending a wasted technician out to our house that is obviously so stoned or drunk that after he leaves he comes back a half an hour later because he doesn’t remember coming to the house, that’s something you guys should totally look into.”

Happy Monday!

Republished with author's permission from original post.

Jodie Monger
Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.


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