Good Job Celcom Marketing Comm Dept!

Once a while, you come across a good marketing communication strategy to get feedback from customers. Last week, I found this:



It is an interactive terminal's screen in English and Malay allowing customers to key in feedback immediately while waiting for their transactions to be carried out by the customer service personnel. It is not a very lengthy process, only six questions I think, asking you to rate the servioe and helpfullness of the counter staff, among others. I think government agencies should have this installed to collect feedback and improve service. KPI alone is usually insufficient.