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2004.06.15

niftyにとってのユーザって?

言いっぱなしでは気分悪いので(苦笑)、ココログその後も記しておくことにする。

どうやらココログユーザ各方面からの声は無駄ではなかったらしい。
ココログナビトップページにお詫びと対応予定がようやく明示された。

昨日からの流れを思い返すと、
(1)深夜(おそらく2:00過ぎ)にトラブル情報がアップされた
(2)昼過ぎに確認すると、いつのまにかトラブル時間が書き換えられていた
(3)スタッフルームお詫び記事
(4)お知らせココログ「ありがと。BLOG」の告知
(5)お知らせココログに状況説明と「レスポンス悪化の件お詫び」掲載

で、ようやく上記のようにココログナビトップページに掲載されるわけだが。
どうだろうこれ?
なんか「nifty内の体制はどうなってんだ?」と思わざるを得ない流れ。
「重い、つながらない、書き込めない」というのは前日夜から出てる話にもかかわらず。

IT業界に長くいたので、システムトラブルとその対応がどれだけ大変かはわかる。
だが、現場も営業も後方支援も顧客対応も経験した人間に言わせれば、「お粗末」としか言いようがない。
客商売をやるならなにを一番に考えるのか。
顧客満足が一番なんじゃないのか?
企業の都合を優先するからこういうことになる。

それはココログナビのトップページ構成にも現れている。
ほんの半日前まで、お知らせココログ(障害・メンテ情報含む)はログイン後にしか見られないものだと思っていた。だが実は、ココログナビトップページのWhat's New欄の「もっとお知らせを読む」リンクからも行けるのだ。
「What's New」のところにはトラックバック野郎のお題だの企画モノだののタイトルしか出ないから、全く別物だと思っていたらどうやらそうではないらしい。
これは「ユーザがほしい情報よりも企業が告知したい事」を優先してることのあらわれ。
断固として改善を望みたい点である。

顧客満足を語る際に必ず取り上げられる「グッドマンの法則」によれば、
・不満がある100人のうち、苦情を言うのはたったの4人。残り96人のうち9割は黙ってユーザをやめ、更にそのうちの7割が他人に不満を言う(クチコミって怖い。ネットもある意味クチコミだしな)
・逆に、100人の苦情を解決した場合、その対応がよければ85人以上が顧客でありつづけ、更に顧客を連れてくる
苦情処理能力が利益を生むといわれる所以である。
 ※グッドマンの法則著作権者のHP

さて、niftyはどんな方向性で処理するつもりかな?

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 >yas-msaさん
ほんとにいろいろ想像しちゃいますよね。
なんつか、niftyも大企業病なんじゃないの、とか。
いつも一番ツラいのは現場・末端。
でも実はそういう人たちが一番物事よく見えてたりするんですよね。

Posted by: showko | 2004.06.17 at 16:14

 ココログのトップページやお知らせに上がらなかったのは、「掲載する文章を上司に見せて許可が下りてからでないと・・・」みたいなコトやってたのかなあと。
 んでもって上司に報告すると「さっさとやれ!」って担当者が怒られ、ヤケになって大きな文字で書いた。

みたいなことを邪推してしまいました。

Posted by: yas-msa | 2004.06.17 at 02:54

TBありがとうございます。
私も全く同感です。
ていうか、私より遥かにすばらしい記事で
勉強になりました。
ありがとうございました。

Posted by: hiro-p | 2004.06.16 at 01:07

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