Back to Blog Uses Feedback Link to Measure Effectiveness of Customer Service Responses

Email response from Amazon customer service with links to rate the answer CLICK TO ENLARGEHoping to download a movie to watch on the long Seattle-NYC flight, I sent Amazon an email with a question about its new Unbox video service. Not only did they answer within the hour, they also included a link to indicate whether the answer solved my question or not. 

Choosing the "yes" option, I was delivered to a "Thanks for your feedback!" message, which not coincidently put me back onto the Amazon site. The thank-you also contained a link to provide additional feedback.

Landing page after selecting "yes my question was answered" CLICK TO ENLARGE

Following that link leads you to a page to provide detailed comments:

Form to provide additional feedback CLICK TO ENLARGE

If you responded "no" to the original question, you are taken to a similar page to rephrase the question (see below).

This simple feedback mechanism provides five important benefits:

  1. Demonstrates you actually care whether the user's problem is resolved satisfactorily
  2. Allows customer to easily submit another question if not satisfactorily resolved
  3. Allows you to quantify the performance of the service department
  4. Identifies areas where better answers are needed
  5. Helps identify tricky problems that can be corrected

All financial institutions should consider similar techniques for improving electronic customer service.

Now, if only the Amazon video-download service were as efficient as its service reps. First, it took two tries to get the player downloaded. Then the 90-minute, 1.7 GB movie took nearly eight hours to download via my Wi-Fi connection to our Comcast cable modem, never going much faster than 80k per second. Bottom line: For $2.99, it's still worth doing, provided you plan far enough in advance.