The Value of Customer Feedback

If you are observed something different with the product you usually buy, what would you do? Just let it be? or call the customer service ? or post it in social media? I have seen some post in social media about some products with defects like softdrinks with something inside in it. But what's really the most right thing to do? I think it's to call the customer service and tell them about what you observed.

I have done this two times already. The first one is with a Multi-purpose cleaner product in which I observed that it has a different texture compared to what I usually buy before. I look for the email address in the customer service and emailed them about what I observed and sent them a video. The customer service right away replied and ask me on details of the batch, where it was purchased, the date of purchase. They assured me that they will look into it. In exchange of my feedback, they gave me a discount voucher for an online purchase in their online store.

The 2nd one is just recently, on a puto mix that I usually buy. I've been cooking this Puto Mix for a year already and I know how it taste, but this time, there was something different in the taste. So, I right away look for the email address and sent them a video of the puto I cooked and told them about my feedback. On the same day, they contacted me asking about the details of expiration, the batch, the store where I bought it. The customer representative explained to me what they are going to do. They will look for the sample products left in the factory with the same batch, cook it and verify if there is really wrong. But she explained that before the products will go out to the market, it passed the QA and there might be other factors that might contribute to the product change. It could be the handling, storage , transport of which I totally understand. They will also buy a product with same batch from the same store from which I bought it for them to try it as well. I see how they value the feedback of the customers. As an exchange to my feedback and as exchange of the product I bought that we have not eaten, they sent me packs of puto mix and other products of their company.

This way, I really feel that my feedbacks are valued. Aside from they are giving me free products or vouchers, I feel that I helped them in improving their products. For me, there is always a proper venue, channel and way for providing product feedback. Product feedbacks can help the manufacturers improve their products and services. We have seen some products recalled or pulled out from the stores because something is wrong about it. So when you observed something different with the products you are buying, document it properly and send it to the customer service.

Do you have same experiences before? I would love to know through your comments.

6.18.2022

~MizLhaine