For part of the Quality Award system, a well needed accreditation that Bord Bia introduced to the landscaping industry I [peter donegan] tried to introduce an option to allow customer or even general public give feedback, their thoughts or even complain easily to the finest landscaping company in Ireland?!! We have had varietions of this in the past but a friendlier more simple ‘form’ were one could add comments if preferred seemed the route.
We failed this part of the award accreditation so far because we had no complaints over the telephone. We had one or two emails [more to say thank you] asking if something could be adjusted or tweeked but none sofar a complaint.
Maybe it’s an Irish thing not to complain? or maybe we have the mix spot on!? but when in an audit situation and the auditor is saying ‘no complaints?’ One kind of starts to wonder?
Garden centres and nurseries have an option to have a customer feedback form – but I know from doing my research for this part of the ‘best practice award’, most people referred to when in a hotel style situation and after filling in the customer feedback form, they wondered if the person behind the counter will take the form out and read it as soon as they leave or else if theirs is the only one in there. In essence to criticise or complain because of service you would have preferred may be embarassing, frowned upon or even considered impolite.