Good product, bad product.


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With “Cyber Monday” upon us and shopping for that perfect gift is on everyone’s mind, it’s a good time for organizations to take a good look at customer feedback about the products they sell. Each month we collect tens of thousands of customer comments in post-call surveys for our business partners. Explanations for scores contain incredible product assessments to be leverage with an on-going process of review. Where do your products and services fall short and where do they exceed the expectations of your customers? You have continuous contact with those who know best! Below are a few funny product reviews:

“Your product is very good. I love it. I especially like the commercial with the pretty girl that talks about your appliances. It made me want to buy it because she’s so pretty. I love it. It does a great job cleaning. Sometimes I put my old shoes in there, in the dishwasher, and it cleans very, very good. Sometimes my family actually watches it and listens to it. It also gives heat to us and helps us with our heating bill. We sit by it sometimes and it’s very good in the winter. It saves us lots of money in heating because the steam that comes out is so delicious. It’s good for facials too. My wife does it. It saves me money in the salon. So it’s a very good product. I am very thankful for it.”

“I purchased top of the line refrigerator and dishwasher. I ended up having them come and take my refrigerator away. It was the biggest lemon. Now I have a dishwasher that when you pull out the bottom tray to load it, it just keeps going. I think a talented and gifted kindergartner could have come up with a better design.”

Happy Monday and happy shopping!

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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