Spielboy Issue 5

Sumthin's Missin'

Compiled by Spielboy staff

Some folks say that customer service is dying, that consumer complaints are mounting, and that it is becoming increasingly difficult get through to a live person. But according to the American Customer Satisfaction Index (compiled by the University of Michigan Business School), the average national Customer Satisfaction score across all industries has been fairly constant at 74/100 for the last decade.

Spielboy staff from around the United States asked a few dozen companies to replace pieces that were missing in their brand new games. Here's a compilation of the results. The results from this experiment lead us to conclude that the notion of keeping customers happy is alive and well at most American and European game publishers.

If you have a customer service story you would like to share, please contact the editor.

Editor's Note April 8, 2004

Frank Jaeger, Marketing Director of AMIGO, reponded with a thoughtful letter that pointed out some of the inherent problems in comparing US-based companies with European-based companies. You can read his letter in the Spielboy mailbag.

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