Thursday, February 9, 2012

Not allowing negative comments. That's one strategy, I guess.

I am currently helping to organize a charity Adventure Race with my scouting Venturer group. One of the key items required for this type of a race are quality topographical maps. Since not all of the current trails are on the standard maps (the topo maps in our region haven't been updated since 1983) we need to customize the map with current trails and our checkpoints. 

This isn't a quick or easy task but I finally completed my customized map this week using an online tool. Phew, task complete. Now all that is left is to simply order the map and wait for it to arrive. 

Not so fast, the service that I've chosen to use (there aren't a lot to choose from) has issues in their online ordering process. I wasn't able to properly preview the map before ordering it and when it did preview, there were mistakes. 

I work in the technology industry so I understand that there are bugs in systems. I can deal with that and I am pretty patient. 

I dutifully created a service ticket online and began the waiting process. It has now been 3 days since my initial request and I am no further ahead in getting this map ordered. I have received two marginally helpful emails in response but each has taken over a day to land in my inbox. Meanwhile I wait, credit card in hand, hoping for the chance to give this company my group's hard earned money.

At the bottom of each of the support emails is a link (see image above) asking for feedback. Since I am starting to get annoyed at my service time, I decided that I should give some feedback. 

Now, I admit, the link does say "Give [insert name here] kudos!" And, I do understand what the word kudos means, but, I assumed that the link would forward me to a survey, an email form or at least a star based rating system. That would be a normal way of asking for feedback.

Nope, the link does exactly what it says. Instead of actually giving me a feedback forum I was presented with this page. I had actually given a kudos. 

Apparently, I am not able to actually give critical feedback. I managed to inadvertently give positive feedback.

I guess this is one way to improve your customer satisfaction metrics. It has done nothing to improve my actual satisfaction though.

I am heading to our local Department of Natural Resources office to buy a paper map so that I can update it the old fashioned way. How is that for feedback?

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