Customer Survey Hall of Fame #2: Heathrow Airport T4

Where’s my bus?

Seen at Heathrow Airport T4. “Connect 2 Work – Staff Bus Service. If you should have any comments regarding this service please call 020 874 56261″

I bet no one dares call. Or if they do politely complain, you can bet the answer would “Tough! You can wait luv!”.

Lessons: 1. Invite people to call, don’t intimidate them! Also, make it so they can email or write – or SMS (getting popular now I think). A staff service is somewhat captive audience, so customers probably feel vulnerable anyway. 2. Who is at the end of the line? Tell people where your comments will go.