omg ... they are all losing the plot

Why do these utility/services/bank/whatever companies make it sooooooo hard ?

Why do I have to phone them ?  Why can't they phone me ?

Smart meters from a not so smart company ?

Even their own feedback page has an error ...

And just have a look at the response to my complaint .... I've pasted this in at the bottom.

In particular, why can't they call me ?  I had to give them my phone number when I lodged my feedback.  Who's the customer here ?

Update: 27nov2013 - I gave in and called 'the number provided on the letter' and was told that the serial number is the same as the NMI number on my usual electricity bill, but with one extra (apparently secret) digit at the end.  Then I attempted to get on the relevant website to register for 'Energy Easy' and received this response:

This webpage is not available

The webpage at https://energyeasy.ue.com.au/ might be temporarily down or it may have moved permanently to a new web address.

Here are some suggestions:

• Reload this web page later.

Error 118 (net::ERR_CONNECTION_TIMED_OUT): The operation timed out.

At this point, I gave up.

-------- Original Message --------

Subject:	United Energy Service Desk Email Address Change
Date:	Wed, 20 Nov 2013 07:02:30 +0000
From:	UCMS AAM Service Desk <MailboxAccountUCMSAlintaServiceDesk@jemena.com.au>
To:	scott@nulinkanalytics.com.au <scott@nulinkanalytics.com.au>

Please be advised that the United Energy Service Desk email address has changed to:  ueservicedesk@ue.com.au

Please ensure that your records are updated to the new United Energy contacts as per the ‘Retail Operations Contact List’ (ROCL).

Your email has been forwarded to the new email address on your behalf.


-------- Original Message --------

Subject:	RE: Feedback
Date:	Thu, 21 Nov 2013 03:19:34 +0000
From:	ueservicedesk <ueservicedesk@ue.com.au>
To:	'scott@nulinkanalytics.com.au' <scott@nulinkanalytics.com.au>

Hi Scott,

Please be advised to call the number provided on the letter.


Cheers,
Rein

Reneir Racaza
Service Desk Consultant
United Energy Service Desk

United Energy and Multinet Gas
T:  (03) 92565249
E: ueservicedesk@ue.com.au

Unable to lead a shelta-ed existence ...

Update (May 2014)
I bought another Shelta umbrella ... big mistake, since that one also broke after only a couple of uses.  And they still want me to make a two hour round trip to get it replaced.  Never again - from now on I'm buying cheap Chinese umbrellas (which is probably where Shelta gets theirs made anyway) and if they break, at least I'll only be out of pocket by few dollars instead of over $30.

Original post
See below ... love the customer service (not) ...

But there is a happy end to this story.  

I decided that a round trip of 2 hours approx to take the faulty item back to the manufacturer/importer was not something I wanted to do, more so given that I don't actually have the receipt.

So I hunted in ebay for a replacement and found one.  But I messaged the seller and asked her to open up the umbrella first, to make sure it was OK, since my experience with Shelta had so far been not exactly positive.

And to my extreme surprise, the seller replied, firstly apologising for taking a whole day to get back to me (it was the weekend for goodness sake - I certainly didn't expect any sort of response for a few days at least) and secondly, to say that if I got the faulty item back to her with $7 to cover postage, she would replace it free of charge.  Now remember, this is a seller from whom I not actually bought anything, ever.

How about that for knock-out customer service ?

Here is her ID for anyone interested ... balloonsandstuff



-------- Original Message --------

Subject:	RE: Faulty umbrella
Date:	Wed, 13 Nov 2013 10:48:34 +1100
From:	Diane Stephens <d.stephens@shelta.com.au>
Reply-To:	<d.stephens@shelta.com.au>
Organization:	Shelta
To:	<scott@nulinkanalytics.com.au>

Good Morning

Sorry to hear about your umbrella, as you are unsure of the place of purchase, we would require that you bring or send you umbrella back to Shelta in Hallam

For assessment/repair.  Please note that the terms of our warranty require you to produce your proof of purchase/receipt for warranty claims

Regards

Diane Stephens

2/25 Conquest Way

Hallam Vic 3803

Phone: 03 9702 3377

Fax:       03 9708 6779

From: Scott MacLean [mailto:scott@nulinkanalytics.com.au]
Sent: Tuesday, 12 November 2013 4:34 PM
To: p&hvic@shelta.com.au
Subject: Faulty umbrella

Hello.

I received a nice new Shelta Umbrella for my birthday this week.

But the very first time I used it (today), one of the struts was bent and it wouldn't open properly.

It wasn't windy, and I got quite wet walking home from the station.

I have no idea where it was purchased, except that it was somewhere in Melbourne.

May I have a replacement please?

My address is:

Unit 3,
49 Head Street,
Brighton VIC 3186.

The design is the cats/piano keys black and white theme.

Kind regards,

Scott MacLean

 

    Scott MacLean, Director

      ABN 24 772 951 133

    T: +61 419 504 588

    E: scott@nulinkanalytics.com.au 

   W: www.nulinkanalytics.com.au

    B: http://nulinkanalytics.blogspot.com.au/

Still haven't attained my zenith ...

There's a NZ company, Formway, that has designed one of the best office chairs I have ever used - the 'Life' chair.

Compared to all that Herman Miller stuff, it's simply beautiful to look at* (a bit like contrasting a Kawasaki with a Ducati Monster - the former is all neat and clean, and the latter is all 'let's add another piece of piping because we forgot to do it properly the first time around').  It's also fabulous to sit on and work from.

So I ordered two Life chairs for my business, via my very talented designer Laura Shannon, some time in the middle of June. The only, repeat only way you can get these chairs is via the Oz/NZ distributor, Zenith Interiors, who describe themselves as providing ...

" ... innovative solutions for all work and commercial environments and aim to exceed the expectations of our customers. Service and performance via measurable goals have seen Zenith grow to become a leader in the Australian workstation and loose furniture market."

Now that may well be the case, but I am still waiting for delivery nearly three months after placing and paying for the order.  For two bog-standard-black (but, admittedly rather special) office chairs.

I don’t think that’s exceeding anyone’s expectations, let alone mine.

End of rant.

Update: 11 Sep 2013 - they finally arrived!  And I must say, they are worth the wait :-)

* Just to prove it, here is a picture of the Life chair followed by one of the Herman Miller 'equivalent' chairs ...

All-purpose announcement ,,,,

I am, strangely, reminded of the late and great Peter Sellers' all-purpose party political speech, when I read the following announcement about an upcoming conference:

"Business Analysis is growing at a phenomenal pace. Organisations are increasingly recognising the importance of business analysis in achieving successful change and many are investing heavily in developing this capability. The skills and techniques of business analysts are invaluable in shaping and forming business change overall as well as making the most of opportunities presented by new technologies. With the backdrop of a global economy recovering from a deep recession, organisations are in a constant state of fast-moving change and can't afford to get things wrong. Business Analysis capability is key to identifying what's needed and developing solutions that equip organisations for the future." Just substitute almost any field of endeavour for the term 'Business Analysis' and you will see what I mean.

Work(s) in progress

Forschungswerk (literally “Research works”), a Nürnberg based marketing research company, has recently (via www.marktforschung.de) announced[1] the availability of a procedure for statistically testing shifts/changes in NPS (Net Promoter Score).

As many readers would know (i.e. all two of you), when people think about NPS as a metric, they basically fall into two camps: those who think it is rubbish, and those who think it is the bee’s knees.

Regardless, NPS is here and it will stay.  So the question naturally arises, how do we know what is a ‘good’ NPS result, but probably of greater importance, how do we know when a change or difference in NPS is statistically significant.

To recap, NPS is simply the difference between the proportion of respondents who give an answer of 9 or 10 and the proportion who give an answer of 0 thru 6 on an 11-point recommendation scale.

It can in fact be easily computed in the statistical package of your choice with the following recoding scheme …

0 thru 6 = -100

7 or 8 = 0

9 or 10 = 100

… and then calculating the average score[2].  This then gives you enormous flexibility to (say) crosstab NPS by almost anything you fancy (i.e. there is no need to compute NPS ‘offline’ for desired groupings of respondents).

Unfortunately, the standard statistical significance tests do not apply when comparing different NPS results.  For a start, it is not too difficult to show that NPS has twice the sampling variability of a simple proportion (which does, of course, bring into question its suitability as a tracking metric – oops, here come those letters again).

There is, however, a way out, and one that I suspect that the Forschungswerk people have taken; namely to utilise a permutation test approach.  This is kind of hard to explain, but essentially, a null hypothesis that there is no difference between two NPS values is equivalent to saying that the two sets of results come from the same (statistical) population.  So if they come from the same population, then clearly we could validly mix up both sets of respondents into one group, and redraw our two samples, with no real difference in results.

And that is just what permutation testing does, except that it does it many, many times.  For example, we could draw 500 or 1,000 new samples underpinning each of the two NPS values from the combined respondent group, and see on how many of these 500/1,000 occasions the two NPS values were more different than they were in the original two samples.  If it’s less than 5% of occasions, then we can say that there is a statistically significant difference between the two original NPS values at p < .05.

This same approach can in fact be used to test the difference between other, equally intractable (i.e. from a statistical point of view) metrics, such as CVA ratios.

Clearly this approach isn’t ideal, since most standard packages used by the marketing research community won’t do it.  But there are some Excel™-based routines available (e.g. the excellent and home-grown PopTools[3]).

[1] http://www.marktforschung.de/information/nachrichten/marktforschung/indextest-neues-tool-von-forschungswerk/backpid/2958/

[2] Source:  Dr. Tim Bock www.q-researchsoftware.com

[3] http://www.poptools.org/

Best biscuits in the world ...

There are reports that Woolworths is foundering, or if not foundering, at least lagging Coles, not the least because of the foray into 'big box' hardware.  http://www.theage.com.au/business/choosing-the-right-hardware-for-growth-20130726-2qpp2.html

[Have you been to Masters?  It's great.  There are no customers to get in your way, and it's laid out pretty much just like Bunnings, so it's easy to find your way around.]

But I think I have the answer, and it's not that Woolworths should dump the Masters initiative.

PUT KOOKAS COUNTRY COOKIES BACK ON THE SHELVES !!

These are the best biscuits in the world, they are made in country Victoria, at Donald, and they should be regarded as a national treasure.

http://www.kookas.com.au/index.html

And Woolworths has chosen not to sell them any more ?  Makes absolutely no sense.

Shame, Woolworths, shame.