Customer Service Transparency
Ed Kless - 02/21/2011
MAS 90 Guru, Wayne Schulz, told me about a cool customer service feedback mechanism that 37signals uses. 37signals are the creators of Basecamp, Highrise, Backpack, and Campfire, all web-based collaboration software solutions.
What they do is post, for all the world to see, the rating of there most recent 100 interactions with customers on a simple three point scale: great, just OK, and not so good. They tally the ratings and post them on a real time basis.
This is brilliant. It is simple, easy to understand, and I would think relatively easy to do.
How about doing them one better and posting it on your home page?
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