Has my idea gone into a black hole?

I have, like many others, had disappointing experiences with contact centres so an article on how contract centres could improve caught my eye. One of the disappointments has been the feeling of suggestions going into a black hole to never reappear – I have often felt it was waste of time to suggest an improvement to a company’s product, process or service. Some contact agents polite said thanks for the idea and say it will be passed on, but I can’t remember a single case where I have heard more about the idea – positive or negative, so I agree completely with Marisa Peacock’s observation: One of the reasons customers think their comments go unheard is because they don’t always know when a company has incorporated their feedback.

It would be so refreshing if a company acknowledge a suggestion and came back with an update when/if a suggestion was being planned or implemented.

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