How many times have you heard the phrases like "Customer is the King", "Voice of Customer". "Customer Requirements" etc.? Every business, no amtter what size or industry, depends solely on its customers for its survival. There are scores of management books, articles and philosophies on how to improve customer satisfaction, how to drive customer requirements into internal processes, how to design product from customer requirements etc. etc There are also plenty of tools like QFD, VOC, Surveys etc. to achieve these goals.
But still there are businesses who make to the Customer Service Hall of Shame. This survey is done by MSN Money and was started in 2007. It's second list was released in May 2008 and the four winners from last year made it again in the list, 3 with even worse scores.
"That reality is borne out in the results of MSN Money's second annual Customer Service Hall of Shame, a ranking of companies with the worst customer service, based on a nationwide survey commissioned by MSN Money and conducted by Zogby International. The scores for our Hall of Shame companies are, on average, down from a year ago."
You can read the article here and post your experiences about these companies. I believe that their customer service executives must be reading these posts by now and working on to improve their reputation.
The complete list of rankings and methodology can be found at this link.
While going over this article and the rankings, I started thinking why are there so many unsatisfied customers for these businesses? Is there something to do with the sample of customers surveyed? The survey being an online survey only, the respondents will be mainly people who like to surf the web and use it for activities beyond email chat and videos. Now, the probability of someone responding to an online survey will be affected by the fact that whether that person had a bad experience with one of the companies in the list. People in general, tend to remember the negative experiences for a longer period of time than good or normal experiences. For example, if a person had to call 3 times to a company X and his issue doesn't get resolved in a timely manner or doesn't get resolved at all only once, he will be more likely to respond adversely for that company in a survey.
However, this article gave me an idea to generate some posts for this blog. I will start posting my own customer service experiences, whether good, bad or normal on this blog. I think it will be interesting to see the outcome.
But still there are businesses who make to the Customer Service Hall of Shame. This survey is done by MSN Money and was started in 2007. It's second list was released in May 2008 and the four winners from last year made it again in the list, 3 with even worse scores.
"That reality is borne out in the results of MSN Money's second annual Customer Service Hall of Shame, a ranking of companies with the worst customer service, based on a nationwide survey commissioned by MSN Money and conducted by Zogby International. The scores for our Hall of Shame companies are, on average, down from a year ago."
You can read the article here and post your experiences about these companies. I believe that their customer service executives must be reading these posts by now and working on to improve their reputation.
The complete list of rankings and methodology can be found at this link.
While going over this article and the rankings, I started thinking why are there so many unsatisfied customers for these businesses? Is there something to do with the sample of customers surveyed? The survey being an online survey only, the respondents will be mainly people who like to surf the web and use it for activities beyond email chat and videos. Now, the probability of someone responding to an online survey will be affected by the fact that whether that person had a bad experience with one of the companies in the list. People in general, tend to remember the negative experiences for a longer period of time than good or normal experiences. For example, if a person had to call 3 times to a company X and his issue doesn't get resolved in a timely manner or doesn't get resolved at all only once, he will be more likely to respond adversely for that company in a survey.
However, this article gave me an idea to generate some posts for this blog. I will start posting my own customer service experiences, whether good, bad or normal on this blog. I think it will be interesting to see the outcome.
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