A customer satisfaction survey found that 84 per cent of respondents were happy with the service they had received.  But this picture was not reflected when we spoke with customers in more depth.  Focus groups and customer-representative organisations gave us some stark feedback.  It could be summarised in three words:  faceless, soulless and heartless.

Terry Moran – vividly illustrating how traditional customer service measures can give dangerously misleading reassurance, perhaps because customers had given up expecting anything better.


The link to the original IBM document, Capability, capacity, reform, has long rotted, but an unformatted version seems to have survived.