>Now this is a cool idea .. > > Register Your Complaint with a Click > >NEW YORK - December 3, 1999/Xpress Press/ - For all those people whose bags >end up in Duluth after an airplane trip (while they're in Dallas), >eComplaints.com today announced the formal launch of its consumer complaint >website, http://www.eComplaints.com. eComplaints is introducing a better way >for consumers to complain about faulty goods or poor service, by giving them >an ally in their fight to actually get what they paid for, or be compensated. > >eComplaints.com is launching in an environment where business focus on the >customer is supposedly very high, yet customer satisfaction is low. The >company's research shows that the average U.S. household has approximately >470 interactions with various businesses per year. If only 3% of all those >transactions result in a problem, for example incorrect billing or poor >service, then consumers generate approximately 1.438 billion complaints in >the U.S. each year alone. > > The way eComplaints.com works is simple. If someone has a complaint, they >go to the eComplaints.com website and register a complaint by filling out a >very short form. The website then emails the complaint to whoever is >responsible for the issue at the relevant company. The complaint is posted >on the site (with all personal data withheld), and the company is invited to >post a reply. The complainant then rates how satisfied they are with the >company's reply. All of this data is available online for other consumers to >search through on the site. > >eComplaints.com benefits consumers in several ways: > >It's easier for consumers to file a complaint and get the goods or services >they paid for. By having a public forum for publishing these complaints, >consumers gain leverage in a dispute. It is a one-stop location for >complaint assistance, advice, sample complaint letters and contact info It >provides other consumers with insights on a company's product and service >problems before they buy them > >Along with offering the ability to register a response to a published >complaint, eComplaints.com also provides other services to businesses. >The complaint data, collected through the registration process and stripped >of personal information, will be analyzed and packaged into subscription >reports. Companies can purchase analyzed complaint data on their own >products and their competitors. They receive unique insights into where >their customer service or product quality processes are slipping so they can >make improvements. This helps consumers in the long run. >eComplaints.com will also offer custom designed web-based customer service >data collection products to individual companies. > > "We want to help consumers and companies," says eComplaints.com CEO >Jennifer Biscoe." Ultimately, everyone benefits from better customer >service: consumers are happier and companies have more loyal customers. The >problem is that consumers need more leverage with companies for their voices >to be heard. We give them that leverage." > >Biscoe knows about this issue first hand. She started eComplaints.com in >1998, when she had trouble with her AT&T wireless phone service. >Frustrated by the failings of customer service, and further infuriated by >the difficulties in issuing a complaint against the company, she devised >the idea behind eComplaints.com. Jennifer Biscoe was formerly a senior >consultant with the GartnerGroup, a high-tech advisory firm, and is an MBA >graduate of New York University's Stern School of Business. > >eComplaints.com offers resources to consumers which make it easier for them >to pursue complaints against companies, as well as selling data to >companies about their service performance. For more information, contact >Jennifer Biscoe at eComplaints.com - Tel. (212)674-9293. [Email: >[EMAIL PROTECTED]] > >Contact: >Name: Jennifer Biscoe >Email: [EMAIL PROTECTED] >Tel: (212) 674 9293 >*********************************** -- Richard Sexton | [EMAIL PROTECTED] | http://dns.vrx.net/tech/rootzone http://killifish.vrx.net http://www.mbz.org http://lists.aquaria.net Snail mail: "Maitland House, Bannockburn, Ontario, Canada, K0K 1Y0"
