Editor's note: The following is a reader comment in response to the Aug. 27 Inman News story, "Study sets benchmarks for customer service": "I'm less concerned about the quality and meaning of the awards than I am about customer service in the industry. As Susan (Krancer) points out, 80 percent isn't really much to brag about. "What's doubly interesting about the overall low ranks is that most customers don't have any objective basis for measuring. We've historically been such a self-absorbed industry (that) customers don't expect much. "What prevents an agency (or agent) from focusing on customer service and surveying its own customers? Do we care more about what J.D. Power thinks than what our own customers think? "What prevents us from learning from...
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