As a professional that gets to work with clients abroad, I use courier services a lot. I mostly sent using a certain international service with which my employer has a deal for special rates. Furthermore, the fact that this company has international presence, allows them to ship worldwide as compared to the other local companies and due to their size, they have certain products that make my life easier such as special packaging. When compared to the local companies, the local look and operate like small timers.

Since a month now I have noticed that they sent me an email after dropping a package, to ask my feedback about the service. The first time I didn’t bother following up, as I thought that it wouldn’t matter. The service was normal as always, without something special. The next time however, I thought to give it a try. Nevertheless, they did send me a feedback request. The service at the same time, got improved. So, the last time, the employe had to go the extra mile because the package I wanted to ship, did not fit in any of the available boxes. He tried and succeeded to prepare something custom for me, without complaints, without delays and at the same time incorporating my feedback about previous similar shipments. I was very satisfied and as a result I spent as much time needed to give feedback once the feedback was sent. I went into details; I gave all thumbs up and I made myself available even for a call. You know why? Not only because I got very good service, but because the structure of the feedback survey was such, that showed that they actually wanted me feedback. It was not just a mandatory thing to show that they ask feedback (just like another company for which I had already written in the past). This is a thing that leads to excellence.

Conclusion

We do want to give feedback, regardless of being about bad or good service. The issue is usually where to give it, how, and if the companies actually care. We want to be heard, but it is disappointing knowing that nobody listens.