Your Feedback Is Important: Stop and Tell Us Right Now

Soon after I interact with a Version Wireless representative, I get an automated call for feedback. I’m usually rushing to do something else when I get the call because I ignored other calls when I was on with Verizon and or wasn’t doing what I had planned. I used to answer if I could, particularly when I wanted to provide good feedback, but now I ignore them.

 

My feedback should be important to Verizon, but they expect – demand it when they want, how they want and what they want. If it’s not on their terms they don’t want to hear it. That’s disrespectful, and as we’ve learned, ineffective.

 

Some organizations are more flexible regarding when you can give feedback, but are at least as rigid about how they want it and what they want. I recently started to give feedback to The Walking Company feedback. I took the time to complete an online survey because I wanted to tell them how much I liked the shoes, but they kept encountering “issues” with my input:

 

We're sorry, but we have encountered the following issue(s):

  • You must enter a title.
  • You must enter a nickname.
  • You must enter an email address. We will ONLY use your email to notify you in regards [sic] to your submission”

 

The “you musts” finally exasperated me. The Walking Company didn’t get any feedback and I was annoyed that I had wasted time trying to give it to them. Why do they require a title? And a nickname? I’m not as opposed to giving them my email, but I’d like to know what “notify you in regards to your submissions” really means.

 

Seven years ago, in the wake of the Penn State child sex abuse scandal, we began to research why people do not report such incidents and what it would take for them to do so, to optimize notifications. We cranked a lot of data to learn what you probably could have told us: Enable people to submit notifications when they want, how they want and what they want.

 

We subsequently documented that the same factors and preferences apply to feedback and suggestions and all of our applications incorporate the features that people want, including:

  • Archived by Third Party
  • Absolute Confidentiality
  • Easily Check Status
  • Report Online
  • Mobile Optimized
  • Accessible, Simple & Quick
  • Confirm Receipt
  • Available 24/7
  • Data Cannot Be Hacked
  • Confidential Messaging

 

Now we routinely collect feedback about feedback so that our applications will continue to optimize the timeliness, quantity and quality of notifications, feedback and suggestions. And when done right, they make everything better.