Monday, December 11, 2006
Dear Freshdirect,
I like your site, but I think you should take a cue from Netflix and work to get more user feedback. I’d start with a product rating system that would allow the user to give products a starred rating (be creative—star fruit? seasonal produce?) while they are looking at the product. After you make a delivery, email the customer again with a link that says “Rate your order”, that allows the user to give you feedback *in no more than three clicks* (click - Rate your orders, click - Tomatoes weren’t fresh enough, click - submit). Randomly conduct surveys on the site with no more than three questions in one page. More feedback (trust me, not everything I have ordered from you has been fresh, but I have no desire to go write you a message for everything I get that is sub-par. As a user, I’ll quietly just go somewhere else. That’s how the Internet works). I would recommend the book “The User Is Always Right” by Steve Mulder.
If you need any help with this, you can contact me at sean@seanscv.com.
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Dear Sean,
Thank you for contacting FreshDirect. Awesome ideas! Your suggestions have been received and will not go unnoticed. We will consider the ideas you’ve provided and hope to feature it on our site in the near future. Thank you for your feedback!
If you have any other questions, please call us toll-free at 1-866-283-7374. We’re here Sunday-Thursday 6:30am-1am and on Fridays from 6:30am-11pm. On Saturdays, we are available to assist you from 7:30am-10pm. Or, you may email us at service@freshdirect.com.
Sincerely,
Lena
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Posted on 12-Nov-08 at 4:40 pm | Permalink