Thursday, 26 January 2012

Somewhere to hide?

Top of the wish list in most customer satisfaction surveys is that companies should behave with honesty and transparency.

It seems a shame that many of the big, largely internet-based companies don't seem to have cottoned on to this one yet. People have a need to know who they are dealing with - that there is something solid behind that virtual presence.

I had a ghastly PayPal experience last summer that I needn't go into except to say that trying to find a postal address for them was next to impossible.

I've been dealing with a large US-based internet services provider this week. They have been doing a lot of things right in terms of customer service: prompt replies, helpful staff, even a personal voice message from the VP or CEO suggesting you email him if you have any trouble.

But I needed their postal address. Could I find it? I searched the website high and low - I googled clear answer.

What have these people got to hide? Not providing a postal address on your website makes people wonder what, exactly, is behind the facade.

1 comment:

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