place to start would be to make sure they had an effective response mechanism in place. Just maybe this response mechanism could be communicated at the point of sale? Imagine being able to complain instantly without picking up the phone and the company being visibly accountable if they didn't respond in a timely manner? INew companies are springing up everywhere. But how can their service be measured? Where would you go to find good or bad service?

How effectively are customer complaints and issues that arise from trading being dealt with? Many companies have departments and call centres. But to many of us, the call centre can be the source of much frustration.

If you've ever sat in one of these call queues, only to have some tired, bored individual attempt to wade their way through the ever increasing complexity of products and services offered by some of today’s online trading companies, you'll appreciate where I'm coming from. Many companies will farm out the most important interface between customer and supplier to an overseas company. Who records the issues that go unresolved and is anything ever done about them?

What happens? We hang up (or get cut off) and the whole thing gets forgotten. You could even be forgiven for asking if some companies actually want to manage and act upon the feedback of their customers?

I can't help but think that we may have done it to ourselves. Time is precious nowadays and there is too little of it to keep chopping and changing where we do business.

If a company wanted to truly grow through satisfying its customers, maybe a good place to start would be to make sure they had an effective response mechanism in place. Just maybe this response mechanism could be communicated at the point of sale? Imagine being able to complain instantly without picking up the phone and the company being visibly accountable if they didn't respond in a timely manner? I

source of much frustration.

If you've ever sat in one of these call queues, only to have some tired, bored individual attempt to wade their way through the ever increasing complexity of products and services offered by some of today’s online trading companies, you'll appreciate where I'm coming from. Many companies will farm out the most important interface between customer and supplier to an overseas company. Who records the issues that go unresolved and is anything ever done about them?

What happens? We hang up (or get cut off) and the whole thing gets forgotten. You could even be forgiven for asking if some companies actually want to manage and act upon the feedback of their customers?

I can't help but think that we may have done it to ourselves. Time is precious nowadays and there is too little of it to keep chopping and changing where we do business.

If a company wanted to truly grow through satisfying its customers, maybe a good place to start would be to make sure they had an effective response mechanism in place. Just maybe this response mechanism could be communicated at the point of sale? Imagine being able to complain instantly without picking up the phone and the company being visibly accountable if they didn't respond in a timely manner? I

ill farm out the most important interface between customer and supplier to an overseas company. Who records the issues that go unresolved and is anything ever done about them?

What happens? We hang up (or get cut off) and the whole thing gets forgotten. You could even be forgiven for asking if some companies actually want to manage and act upon the feedback of their customers?

I can't help but think that we may have done it to ourselves. Time is precious nowadays and there is too little of it to keep chopping and changing where we do business.

If a company wanted to truly grow through satisfying its customers, maybe a good place to start would be to make sure they had an effective response mechanism in place. Just maybe this response mechanism could be communicated at the point of sale? Imagine being able to complain instantly without picking up the phone and the company being visibly accountable if they didn't respond in a timely manner? I

y want to manage and act upon the feedback of their customers?

I can't help but think that we may have done it to ourselves. Time is precious nowadays and there is too little of it to keep chopping and changing where we do business.

If a company wanted to truly grow through satisfying its customers, maybe a good place to start would be to make sure they had an effective response mechanism in place. Just maybe this response mechanism could be communicated at the point of sale? Imagine being able to complain instantly without picking up the phone and the company being visibly accountable if they didn't respond in a timely manner? I

place to start would be to make sure they had an effective response mechanism in place. Just maybe this response mechanism could be communicated at the point of sale? Imagine being able to complain instantly without picking up the phone and the company being visibly accountable if they didn't respond in a timely manner? Imagine reversing the role and the company contacting you?

As customers the only thing we get to see is red and many issues just disappear into the ether. Or do they? Maybe there is a light at the end of the tunnel. The internet may mean higher transaction volumes and lower costs for suppliers. It also means transparency and the opportunity to communicate consumer experiences very quickly.

I remember a sign in a chip shop years ago that said "If you like what we do tell others. If you don't, please tell us".

This article poses a lot of questions, but they raise issues that are becoming increasingly frustrating for today’s consumer. The next time a chief executive signs off a fortune for the 'market research' budget, he or she would do well to consider the power of the internet.