I did a couple of customer-satisfaction interviews today.  I won’t tell you the company or describe the product.  It’s not important to the discussion, but in case you are wondering, it’s not one of the companies or products I represent.  It is important to note that both individuals that I interviewed want the product and the company to succeed.

In the first survey, I got a lot of feedback.  Almost an hour’s worth.  There was some very positive feedback about certain components of the offering, but I heard many more negative comments, such as:

  • They are barely keeping up with free alternatives.
  • The leadership was great for a startup, but needs to step aside if they are to get to the next level.
  • They are not listening to their customers.
  • They treat everyone the same, and don’t listen to the different needs of different customers.
  • No one thinks their product or their service is adequate.
  • I have to go to a third party to fix the problems they aren’t addressing, and I know other customers who are doing the same thing.
  • I shouldn’t have to pay someone else to do the job that they should be doing. (more…)

Tags: