Whilst I am encouraging the use of citizen feedback to bring about engagement and change, I think it sad when complaints reach the stage of ‘complaints culture’ as in the Singapore Complaints Choir or the orginal Helsinki one.
I can only assume their complaints weren’t observed or they were just a bunch of whingers…
Old Australian joke: Question – How do you tell when a airplane has landed full of poms (UK immigrants)? Answer – because it carries on whining after the engines have been turned off!
Without being totally anti-complainant there is a web site worth considering:
http://www.complaintexpert.co.uk/how-organisations-benefit-from-complaints.html
Along with a fairly lengthy private-sector publication from June 2008 from the Aberdeen Group available for download via the Clicktools site entitled: Customer Feedback Management – mind if I ask you a few questions – lots of ideas and actions to play with!
The Great E-mancipator 