What are the 5 most common customer complaints in IT?
No. 1 "We indeed care about our personal information!"
Since the internet technology occurred, we have faced the problem
of privacy leaks for a long time, however, a robust and guaranteed solution provided
by tech companies has not been generated. The most recent and biggest scandal
of privacy, in other word, complaint came from Facebook.
In March of 2018, the public discovered that, in 2012, a researcher at Cambridge University had gained access to about 300,000 Facebook users by encouraging them to download an application to take a survey. This researcher then shared that data with Cambridge Analytica, a political consultancy, which reportedly shared it with others, including Donald Trump’s campaign. Back in 2012, Facebook’s policies were looser than today: when people took the survey, not only was their information shared, but so was that of their Facebook friends. In the end, 87M Facebook users were affected.
Overwhelming complaints have emerged after the scandal which alerted internet users about the privacy issues, in other words, personal information. However, there is still no effective and specific way to solve the issue until today. But I think customer can seek for help from related government offices and Acts. For example, in Australia, there is an office named Office of the Australian Information Commissioner who provides services regarding to handle privacy complaints.[1]
In March of 2018, the public discovered that, in 2012, a researcher at Cambridge University had gained access to about 300,000 Facebook users by encouraging them to download an application to take a survey. This researcher then shared that data with Cambridge Analytica, a political consultancy, which reportedly shared it with others, including Donald Trump’s campaign. Back in 2012, Facebook’s policies were looser than today: when people took the survey, not only was their information shared, but so was that of their Facebook friends. In the end, 87M Facebook users were affected.
Overwhelming complaints have emerged after the scandal which alerted internet users about the privacy issues, in other words, personal information. However, there is still no effective and specific way to solve the issue until today. But I think customer can seek for help from related government offices and Acts. For example, in Australia, there is an office named Office of the Australian Information Commissioner who provides services regarding to handle privacy complaints.[1]
No. 2 "Annoying! Too many trash information/notifications in my daily life!"
Have you ever experienced a situation like what the picture above indicates? Thanks to living in an Information Age, most of people today are experiencing such situation and complaints about this are more and more. Like every coin has two sides, people can benefit from huge information, meanwhile, people may be overwhelmed by huge information. Information can be decided to two types, one may helpful, the other may useless, but it still takes customers a lot of time to distinguish those useful information from all. Although this issue annoys most of us everyday, but people seldom report the issue to relative offices or persons. The most common way for customers to address this complaint is surfing online and some bloggers have introduced some methods about how to hide the annoying red number badges on app icons. However, think deeply, does hiding solve the real problem which is about trash info? The answer, definitely, is NO! Another solution we need consider is to report it to the company or organisations who push the notifications to you.
No. 3 "Where exactly can I get a helping hand?"
Even in today’s
digital world, many people require a helping hand to fully understand how to
use different technology products and services. So while by no means unique to
the tech world, poor customer service can be doubly frustrating for consumers
in this sector. No one wants to be made to feel stupid or ignored, making
customer service key for tech companies. "If a product or service is unable to integrate with other technologies, companies can count on angry emails." To address it, tech companies should not only focus on high-tech but also service.
No. 4 "Disappointing! The product I got is not the same I know from the ad."
Technology
companies stand out from the competition by providing products and services
that boast greater capability than what’s currently available on the market.
However, those boasts can lead to customer churn if businesses aren’t able to
follow through. Whether it’s hardware or software, if it doesn’t have the
promised features, tech companies can count on plenty of angry emails, phone
calls and online reviews. To address it, we need to put efforts on the products' management and guarantee that all products released should meet the promised capabilities.
Today’s technological
breakthrough is tomorrow’s trash. Consumers are aware that nearly all
technology will one day become obsolete. However, it’s important for tech
companies to provide products and services that will serve consumer needs for a
reasonable amount of time. Technologies with ultra-short lifecycles are likely
to leave a bitter taste in customers’ mouths. To address it, some big tech company like Apple have provided old products recycle mechanisms but there is no completed and guaranteed policy about this issue available in the markets. Is is encouraged to have such policy in the recent future to overcome the problems of short lifecycles of products.
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