Is there such thing as too much feedback from your customer?


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During the customer experience measurement process, we ask customers to give an explanation as to why they scored an agent or the company in the way which they did.  These open ended comments provide true insight into the problem or pain the customer has experienced.  Sometimes that “true insight” is just a little ‘too true’ and we find ourselves hearing more information then we bargained for.  Comments like the ones below certainly make us scratch our heads and sometimes they make us laugh out loud.  Sometimes it’s just plain old outrageous feedback:


“My husband isn’t making the mortgage payments.  He was supposed to make them for the last 10 years.  It’s easy to see why I hate his guts.”

“Nancy, I want to say thanks again.  This is Chris from LA.  Don’t forget, I’ll be there for the Derby.  Tell the girls I’m young, tall, handsome, rich, charming, and intelligent, and I’ll have a red carnation in my white sport coat lapel.”

“The design in the dishwasher could be better.  If it was better, the motor wouldn’t have burned a hole through the bottom of our dishwasher and almost caught our kitchen 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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