OctoInkjet encourages and welcome feedback from customers (and visitors) in a number of ways including:
- Product Reviews
- Follow up on orders through eKomi
- Support Documentation Ratings
- eBay/Amazon store feedback
- via Email, phone and other “normal” communication channels
In most cases the feedback just confirms that we’ve hit our targets in terms of service, communication and delivery but obviously there are times where things go wrong, information is lacking or suggestions are made on how we could improve things.
In all instances we are regularly reviewing this feedback with a view to resolving any order problems, adding additional resources to the system as well as generally trying to fix whatever issues have prompted the feedback.
Feedback Deletion/Removal
Where appropriate, negative feedback left via the support (FAQ/KB) system is removed once any identified issues have been resolved either through the creation of additional resources, amendment of existing resources or similar.
We do not and will not remove genuine feedback where a customers direct experience has been less than ideal and lessons needed to be learned. We are a firm believer in resolving issues properly rather than sweeping them under the carpet and will provide a response detailing how resolution was achieved.
eKomi
This is a third party company that collects feedback from customers a set period after their order has been successfully placed. OctoInkjet has a right of reply to dispute inaccurate or abusive feedback but has no direct control over comments. As such it’s as unbiased as you can get.
The Bottom Line
It’s nice to get positive nuggets from customers as indications that things have been done right, but even neutral/negative comments helps identify where things could be done better, so it’s an ongoing process. Hopefully it gives you, the reader, an indication of the pride taken in supporting our customers and encourage you to become one yourself.