09/25/2026
An unnamed cable provider’s new feedback analyst was asked to report how quickly customer suggestions reach management. On Thursday, she followed one note from the suggestion box to the shredder mounted beneath it. “It moved through the system faster than anything I’ve ever tracked,” she said. “I’m still trying to determine where the management step fits.”
A company spokesperson said the system had eliminated the feedback backlog and reduced response time to zero. Asked whether any suggestions had been read, the spokesperson said that was a separate metric. The analyst submitted a request to add “read by a human” to the next report. By Friday morning, the suggestion queue was empty, the report showed 100 percent completion, and the analyst’s request had been added to the queue.
