Originally posted by clackers I'm a bit disgusted reading these stories, to be honest.
My fault for thinking better of retailers, I guess.
With the volumes these places do, it's no surprise there are a few burps from time to time.
People with a beef are more likely to complain than people with no complaints saying good things, and when people do say good things, there is always the person who will accuse the happy camper of being a shill.
The game is extremely biased towards the very small percentage of people with a complaint getting a very outsized share of the oxygen.
The company I work for has a customer survey available to everyone who makes a purchase. Just go on the website and log in using information on the bill of sale.
The really important metric for them is a question that asks how likely is the customer to shop with us again.
There are 5 options ranging from never to definitely.
5 out of 5 (definitely will shop again) is a pass.
4 out of 5 (probably will shop again) is a fail.
In this sort of environment, retailers are setting themselves and their staff up to fail.