Is anyone the type to complain in a restaurant? To the people who work there I mean. We all complain to each other. I'll happily moan to the people I'm with if the service is too slow, or if the food isn't as good as usual/somewhere else I've been. But when a member of staff comes over and asks me if everything is ok, I will always say 'yes, great!'. Because I'm terribly British.
But as far as the restaurant is concerned they think they have done a good job. They have provided me with the service I asked for. I have paid them for it. I've probably left a tip too. And besides I told them they had when they asked me (because I'm far too polite to say otherwise). So it's a job well done from their perspective. But next time I'll probably go somewhere else
Often businesses will say that they know they are doing a good job or people would tell them. Or they wouldn't get paid. But the restaurant example proves this is often not the case. If that restaurant has left an anonymous questionnaire for me to fill in I would probably have been more honest. If they'd have emailed me the next day I may have been even more so. Everyone likes to hear about how fantastic they are, but criticism is more valuable to a company in the long run. It means improvements and staying ahead of competitors. Besides, not every company is perfect. Not even us!
JG
http://www.murrayconsultancy.co.uk/
A blog on the Market Research industry in Liverpool. Talking mainly about the importance of Customer Satisfaction and Customer Insight
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