Yesterday I came across a report of how a train company in England, First Great Western, had questioned a customer satisfaction survey that reflected negatively on it. The survey, carried out by consumer magazine Which?, said that satisfaction with First Great Western was 48%. First Great Western and others have criticised the survey for not questioning enough passengers.
Was this a wise move by First Great Western? When your business or organisation is criticised how do you react? Do you immediately go on the defensive? Do you see it as an opportunity to make improvements? I’d urge caution before shooting the messenger – even if you feel you have valid grounds to do so! Listen first. Assess the validity of the study/criticism. Avoid reacting in defensive mode. Acknowledge any valid criticisms – and consider carefully what you can do in response.
