Feedback failure

I’ve recently contacted a number of organisations via web-forms on their respective websites as part of my ongoing campaign to become a grumpy old git.

Of the three I can think of right now, only one actually bothered to get back to me at all. That one company was Scotrail which I mentioned in a recent post.

Meanwhile, Royal Mail, who I contacted because the postman keeps delivering my post to another street, completly failed to reply despite promises of being very interested in my views. And, perhaps more surprisingly, the Charity Commission did not see fit to reply to a message I sent about a charity mailing I received which felt very dodgy. It was also from a charity that, according to the Commision website, had not filed accounts for two years and should therefore be suspended or under investigation.

I guess the moral of the story is that it is very easy to design a web-form and encourage feedback from your customers. It it much harder, but equally as important, to ensure you have the administrative back up to actually do something with the feedback.

The end result of all of this is that I actually have a ‘warmer’ feeling toward Scotrail and a much lower opinion of the Charity Commission. Royal Mail was a lost cause to start with and possibly delivered my e-mail to the wrong place…