Re:Netflix stops charging customers who never watch
by antaviana on Saturday May 23, 2020 @10:50AM
(#23283400)
This reminds me a case of a large publisher that was under a ISO 9001 certification project.
ISO 9001 requires to implement some kind of customer satisfaction feedback as to assess customer satisfaction for ongoing improvement.
When the ISO auditors/consultants said that they should do something about it such as sending surveys to subscribers to assess their satisfaction, the Sales & Marketing VP said that if ISO 9001 meant that they had to remind subscribers that they had a subscription they do not use, they would rather cancel the ISO 9001 certification project altogether.
ISO 9001 requires to implement some kind of customer satisfaction feedback as to assess customer satisfaction for ongoing improvement.
When the ISO auditors/consultants said that they should do something about it such as sending surveys to subscribers to assess their satisfaction, the Sales & Marketing VP said that if ISO 9001 meant that they had to remind subscribers that they had a subscription they do not use, they would rather cancel the ISO 9001 certification project altogether.