One thing I’ve always wondered, is where do the comments go that are submitted on consumer sites? I know from personal experience, I’ve submitted a few “consumer complaints” via these forms and have rarely received any feedback. I’m not sure if these fall into a black hole of consumer never-never land, or if the company simply chooses which comments/complaints to respond to.
I realize that some of the larger, high-traffic, ecommerce sites receive thousands of these emails daily, but a generic follow-up 7 to 10 days later wouldn’t be too much to ask for. It would even go a long way in saying, “We’ve heard your issue and we’re listening”. I’ve chosen as a consumer to either buy something on your site or inquire about a product on your site and the least you could do is to make sure you follow up and get a sale out of it. I even took time after the shopping experience to come back and fill out the comments/complaint form.
I tend to return to the sites where my “user experience” has been pleasant, and I’m sure I’m not the only user online who applies this method to my online shopping habits. How do you tend to handle these online experiences?