中外大企业对待用户意见的不同之处

朱金灿

前言：以本人的亲身经历谈一下中外大企业对待用户意见的不同之处，因为只是本人亲身经历，因此不具备统计学上的意义，值得重视的是我们从外国企业上学到什么。

昨天我从超市里买了一箱蒙牛早餐奶，感觉其设计很不人性化。于是登陆其网站，找到它的客户邮箱，给蒙牛公司发了一封“措词有点强硬”的邮件：

同志：

你好！从超市买了一箱蒙牛早餐奶，产品类型是全脂灭菌调味乳。说实话，蒙牛早餐奶的味道确实不错。但是，真的，有时我真的无法想象像蒙牛这样的公司的工业设计水平如此糟糕，一是包装袋采用塑料袋。这样有什么坏处呢？我喝的时候被迫要找来剪刀把袋子剪开，因为我仔细检查了，找不到一个方便开袋的锯齿口；二是我买了一箱，竟然没有吸管，我只好把它倒进杯子里喝（喝完还要洗杯子）。拜托，能不能设计得人性化点？这样很难吗？设想一下消费者怎样喝早餐奶的，站在消费者的角度考虑问题。我不过是想手能撕开包装袋，然后把吸管插进袋里喝牛奶。

北京消费者：朱金灿

07.10.10.

说实话，我真实目的倒不是真要讨什么说法，我更想测试的是作为中国奶业大王的蒙牛对于用户意见的反应速度如何。我认为对于用户意见无论其是否合理企业都应认真答复，因为肯给企业提意见的用户都是对企业产品忠诚度比较高的用户。结果今天下班我打开邮箱没有收到答复邮件。

我不禁想起我以前一件有趣的往事。读大学经常在微软官网上MSDN（msdn.microsoft.com,微软开发者网络）上查东西，偶尔也会发现一些MSDN的错误。昨天我一连找到了MSDN上的两个错误，抱着测试一下MS的客户服务的反应速度的心理，我点击了网页下面的“Contact Us”，提交我认为是有错误的地方。在提交成功的页面，

网站说：
Thank you for taking the time to share your comments. If you provided your

e-mail address, we will try to respond to you within 24 hours.因为发现了两个错误，我

一共提交了两次。

于是我不时查一下我的邮箱。果然到了晚上，收到了答复：

Hello,

Thank you for contacting Microsoft Customer Service.

This is in response to your report on the example error found on the

"CComboBox::SelectString" article.

I am coordinating with the site owners to check the issue you have found on our Web

site. Typically, we will get back to you within 24 to 72 hours. I know how

important it is to you to have this solved immediately. Thank you for bearing with

us as we work to resolve your issue.

Please let me know if you have other concerns or comments.

Thank you,

Erika
Microsoft Online Customer Service Representative

If you have any feedback about your Online Customer Service experience, please e-mail

my manager, Ivy Rabago, at [email protected]到了第二天我果然又收到了他的答复：
Hello,

This is to inform you that we will not be able to make the immediate changes you have

reported because the content is acquired by MSDN.

I have forwarded the issue to the content owner for review and resolution on their

end. You may want to visit the site from time to time to check for any development.

Thank you,

Erika
Microsoft Online Customer Service Representative

If you have any feedback about your Online Customer Service experience, please e-mail

my manager, Ivy Rabago, at [email protected]我原以为微软对每一个客户意见提交都采取统一答复，后来发觉并非如此，因为我提交的

另一个错误的答复是：

Hello,

Thank you for contacting Microsoft Customer Service.

I understand that you encountered an error on the CArray::GetUpperBound function.

I am working to find an answer for you. As soon as one of my resources replies, I

will forward the information to you.

Thank you,

Mae
Microsoft Online Customer Service Representative

If you have any feedback about your Online Customer Service experience, please e-mail

my manager, Oruen Salazar, at [email protected]当时我的感慨是：在我们看来，微软已经是一个巨人级别的公司，但是它对客户意见的反应依然敏捷。微软不愧为微软啊！

现在看，国内企业或许应从微软身上学习些什么？