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January 7th, 2011

Customer feedback (positive + ‘negative’ = positive)

Customer feedback, with other companies and industries I’ve worked in, had a tendency toward primarily negativity. There was very little balance – complaints greatly outweighed any occasional positive stories we would receive. In each case we would justify the imbalance with generalizations that “people love to complain” or “nobody has time to give positive feedback”… or the cynical “they probably just want a credit” (and, at least in American culture, the last one is unfortunately often the case, as it has become a norm there to take advantage of the adage “the customer is always right” to secure discounts, freebies, etc. – I know, because I myself have emailed restaurants after a bad experience, knowing I would likely receive a voucher along with the standard apology) .

Something is different, however, at AVAST. Read more…