How not to write feedback Hrush
At Cleartrip, we’re extremely focused on our customers and we’re always listening to what they have to say. Creating conversations with our customers helps us build new products and improve our existing products. We give customers a wide variety of ways to interact with us:
- Feedback form on our web site
- Cleartrip customer forum
- Comments on the Cleartrip Blog
- Cleartrip’s Twitter presence
We love hearing from our customers and do our best to support them , pay attention to their needs and send each of them personal replies to their feedback. Sometimes, however, the manner in which customers write feedback is downright frustrating. Here’s a few excerpts from our feedback form, just so people know what it’s like to be on the receiving end…
Short, sweet and completely incomprehensible
In this category of feedback, customers provide us with absolutely no clues about what they are referring to; they simply leave a snippet of a comment with no context or background that references what they are talking about.
very complecated to buy ticket
by giving further details
pahle ka search system good tha
abe kiraya kam se kam 1500 to karo
get money re!!!! buddho kahin ke!
We usually ignore these comments altogether.
Pricing complaints
In the price complaints category, we usually receive two forms of feedback: 1) That something on Cleartrip was more expensive when compared with another travel site, 2) That prices have risen and Cleartrip should take control and make things more affordable.
You are more expensive than other sites in market
pls give discounts
fare is too much
by decreasing more rates of the flights
ATF PRICES SLASHED BY 16%.PL REDUCE THE AIR TICKET FAIR.BE POSITIVE TO MARKET FORCES.MINIMUM 12%REDUCE THE PRICES.
It would be a lot more helpful if people specified what was cheaper on another site i.e. what were they searching for and for which dates? Without that information, it’s very difficult to respond. And, just for the record, the airlines, the railways, hoteliers and governments set prices and taxes, not Cleartrip.
Call me
buy giving more exiting offers buy sending mails & get in contact by making phonecalls pls do contact my no. is 9368402995
Call me @ 9870497339 for more information.
We don’t call these phone numbers, that would be absurd.
Abusive and accusatory
your online system took my name for booking althought i was booking for my friend. it never gave me an option for traveller details, by the time your phone support opened i was told “its been passed to the airline” this is PATHETIC. i have been a regular user for cleartrip and now i will never RETURN nor suggest this to my friends, i am being charged 1000 bucks for your MISTAKE
show some moderate cost hotels or else you shoud fuck off
Horrible and cheating
Stop cheating
your is a third class company, a piece of shit, you can never improve, only by putting a big lock will save us from you.
fuck you guys
Even when mistakes are clearly made by a customer, as in the first quote, Cleartrip is somehow to blame. We’ve often waived fees or refunded money to customers as a goodwill gesture, but customers that abuse or accuse us don’t warrant goodwill.
Do people forget that there are human beings on the other end? Do they think that behaving like abusive schoolyard bullies, will somehow result in better service for them? If someone randomly abused you or accused you of dishonesty, would it make you want to go the extra mile for that person?
Design advice
site should be catchy with FLASH etc.
add some masala
Pl make your web page in more graphical interface adding grpahical icons, clips, photos, audio, and also use Live User Interface or Chat directly with customer as and when required to render online services for customer queries / more friendly interactions to suit ones travel / accommodation plan.
good goin…. try to make your website more attractive……
When we ask these people what they like about Cleartrip, they say they like the simplicity and the uncluttered look and feel of our products, but somehow they just can’t resist the urge to add clutter…
Hrush,
I just recently added this RSS feed and it’s been a riot so far. Good humor this morning with snippets from the "Abusive and accusatory" section.
As far as the design, I’ll be the first to say it rocks! Clean and simple, most websites (travel or other sites) like to take the easy route and add a bunch of crap via flash.
keep it up and I hope you guys do well during this economic downturn.
I totally agree. The only reason I use clear trip over other OTA’s is the clean look. To the point and no distractions, simply search and buy. I only wish that other online business folks learn from you.
Go for it Hrush, let’s get a Flash intro going. Ticket sales would double! Lol.
As an aside – I hope those numbers you published are not real…
Hrush,
From someone who has been doing business in India for some time, I can’t help notice your tone of your post to be slightly patronising and if perpetuated potentially self defeating.
The fact that the feedback left on the website seems unconstructive is reflective of the Indian consumer – she does not single out Cleartrip with the worst feedback; that’s the way she responds to all the service providers she is involved with. Online feedback, like in-person feedback, differs from culture to culture and in India this is the way it is.
You might be in for a shock if you expect consumer behaviour to change to your convenience. Rather, you’d be better of accepting it, reinterpreting your response to it and in fact recognise and reward the consumer for taking the initiative to engage with you…
Mitra–We’re not trying to be patronising and we’re not expecting to change consumer behaviour at all. In fact, I completely agree with you that this is a facet of Indian consumer culture.
We’re just giving people a peep into what it’s like to be at the receiving end to offer some perspective.
We take every opportunity to reach out to people that leave us feedback–to thank them, to say that we liked their suggestions or to help them out with their questions.
Sometimes, however, it’s impossible to respond simply because there is no appropriate response.
Do we wish people left clearer feedback? Yes. Do we expect things to change in a hurry? No.
Oh nice post.. btw.. here comes my feedback.. basically it’s about the design of this comment section..
haha
The comments are not readable, basically it becomes difficult to make out difference between comments, there are no dividers and also the fonts are bit too tiny..
Also the buttons to increase the height of comment area doesnt work in FF, why not use simple jquery plugin for that?
http://javascriptly.com/2008/09/quick-useful-jquery-plugins/
I hope this feedback helps
btw very good clean site interface, very usable..
Cheers,
Deep
Deep–that’s sound feedback, thanks, we’ll see what we can do here.
clear trip sucks its the worst website to cancel a ticket on today if i book a ticket on yatra they dont charge me any cancellation charges but transact the same to my account and when i book a round trip i dont get 2 pnr numbers i get one this is the last place you should book your ticket on … remember this is a fraud company …