Add another dimension to "Most Wanted Testing"

[tony@CIC]

It occurred to me, as I was reading the recent push email on "Most Wanted Rangefinders" that an important aspect that is missed in testing is customer service. The number 1 pick in this test was Bushnell, however, if you read some of the posts here, Bushnell is definitely lacking in some customer service aspects. I'd like to see Customer Service added as another aspect of Most Wanted Testing, for all products. That feedback would definitely make a difference for me on any purchase. 

[Tom the Golf Nut]

I second that one!

[JohnSmalls]

I doubt this would make it, but I am curious as to where things are made.  The MGS Ball Test and #finditcutit has piqued my interest there as to which companies are really outsourcing production (sometimes R&D, too). 

[GolfSpy_SHARK]

Yes I had mentioned this in my PING review that the CS was just awesome and would down the road alone get me to look at PING (nevermind they already have a good product). As @JohnSmalls said keeping business state side is big for me as well.

Dont really have anything else additional for review but those 2 are top of the list for me.

[russtopherb]

OK, so how does CS get measured? I'm not asking to be smart, I'm asking because I'm not sure how that could be quantified properly. There's such a wide range of potential issues that could cause customer service to get engaged, and then a potentially wide range of responses. 

[tony@CIC]

OK, so how does CS get measured? I'm not asking to be smart, I'm asking because I'm not sure how that could be quantified properly. There's such a wide range of potential issues that could cause customer service to get engaged, and then a potentially wide range of responses. 

Not sure how to structure the metrics, but it's not that novel of an idea. The auto industry has done it for years, as has the boating industry - both oriented to the quality of the product. Also companies today routinely ask you for surveys after contacting a customer service rep. So it wouldn't be that difficult and would further enhance the value proposition of MGS.


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[tommc23]

If you called as a MGS staff member you'd probably get better CS

[JohnSmalls]

3 hours ago, tony@CIC said:

Not sure how to structure the metrics, but it's not that novel of an idea. The auto industry has done it for years, as has the boating industry - both oriented to the quality of the product. Also companies today routinely ask you for surveys after contacting a customer service rep. So it wouldn't be that difficult and would further enhance the value proposition of MGS.


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Product failure percentage might be one way to look at it, but I highly doubt that would ever come to light.  Not sure many people would be interested other than competing products 

[MadMex]

9 hours ago, russtopherb said:

OK, so how does CS get measured? I'm not asking to be smart, I'm asking because I'm not sure how that could be quantified properly. There's such a wide range of potential issues that could cause customer service to get engaged, and then a potentially wide range of responses. 

CS is right there with measuring the "feel" of a club or ball. 

Another factor which affects the type of CS you receive is the way you speak with CS rep. I have seen people talk to CS at stores acting like they owned the store. Act like an A-hole, get treated like a A-hole.

And yes, I have been an a-hole to CS reps on several occasions, sometimes their fault, others,,, mine.

[Buffly]

1 hour ago, MadMex said:

Another factor which affects the type of CS you receive is the way you speak with CS rep. I have seen people talk to CS at stores acting like they owned the store. Act like an A-hole, get treated like a A-hole

The mirror effect! Love it

[TENBUCK]

Customer could make or break a product no matter how good the product is.

[Cory O]

If MGS wanted to add this aspect, the easiest way would probably be to check if the companies have NPS (net promoter scores) out there somewhere available. If that's not available, have the testers call the standard customer service number (not a specific rep who's been helping with the test) and ask a short, set series of questions on standard issues. At the end of it, the testers could rate the service (with something as simple as an NPS).

[GolfSpy_SHARK]

7 minutes ago, Cory O said:

If MGS wanted to add this aspect, the easiest way would probably be to check if the companies have NPS (net promoter scores) out there somewhere available. If that's not available, have the testers call the standard customer service number (not a specific rep who's been helping with the test) and ask a short, set series of questions on standard issues. At the end of it, the testers could rate the service (with something as simple as an NPS).

I like this. Standardized questioning and a “give us your thoughts” type memo at the end