There is no doubt that automation saves time and money. It improves efficiencies and very often eliminates human error. But what happens to companies when they try to automate all of their customer interactions in an attempt to cut costs and yet still give the appearance of caring? In other words, what bad business decision-making drives otherwise well meaning, customer-centric companies to send out post service customer service questionnaires and then fail to act on the feedback they get, or even to acknowledge them?
Over the past few weeks I had 8 such questionnaires, each asking me to rate the quality of the service I had received and the level of satisfaction (if any) I experienced in dealing with them. Six of these questionnaires allowed me to express a personal opinion or make a … read more by subscribing.
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