Currently I’m working as a team lead within a major Canadian telecommunications provider. Part of my core objectives are to ensure that my team members are offering World class service to our clients and let me add, that quality assurance is also instrumental in gaining a sustainable competitive advantage in our industry. On occasion we ask clients offer feedback via phone, online or even good old fashioned snail mail; somewhat similar to the feedback forms at Ruby Tuesday.

It is very interesting to notice the difference in the Indian consumer mindset vs the Canadian consumers.

Firstly, I’m confident that in Canada, any employee would be very hesitant to approach a client about recently provided feedback. It shocks me to see that you were actually questioned almost immediately and asked to provide the rationale behind your scoring. If I was in your shoes, I would add within the form that I was just questioned about the feedback I provided and requested to justify my scoring.

Secondly, when soliciting feedback from clients, it is imperative that it be anonymous. The inclusion of a customers personal information would discourage honest feedback. Not to mention, negate the whole purpose of being able to identify any gaps within service to optmize effeciecncy.

Dont know if I’ll ever visit Ruby Tuesday, but next time you’re there, maybe you can write this for me ” Feedback should be taken in a constructive manner and used to improve current or future processes/services. Attempting to avoid honest feedback by questioning clientelle will only create a false sense of security and is to some extent negligent of the management “.

So I told them that I should have perhaps rated them “average” on service too, for they won’t let me finish my meal in peace.