When is a happy customer not a happy customer?

by Piers Alington on April 12, 2011 at 9:15 am

Have you ever felt really bad about giving negative feedback to a brand you love? Recently a client contacted us to see whether there was an error with the Feedback Ferret system.  The reason?  They had received negative comments from several customers who had had left very positive overall satisfaction scores. This is actually a [...]