In the escalation, of Annoyed / Upset customers, what proposals would you ask PN

[#1]

@TORPC
Could I suggest that if your goal is Brevity and Clarity of understanding that you review (and precis) your last post.  The long, pedantic rant does little to extend your case and comes across as petulant protest against a Moderator decision that you do not agree with.
The rules are simple guidelines and not always as semantically and pedantically correct as YOU expect.  Nevertheless they have worked well for many years!
Wind your neck in and accept that enough is enough. 
Chill out a bit lot.
M

[#2]

@Chris
This is what I was referring to earlier, as I was unable to get a screenshot, back then
The only time any bank details should actually be shown,

1. When adding / Updating a card
2. When confirming to pay the bill
Not on the 1^st page after logging in to the Member Centre
I managed to get the screenshot

@MauriceC
I am sorry that you see it the way you do, however, as you see it, it is clearly not the intent.
Like all viewers will never see the way the painting was portrayed by the artist, where as some will 
Ok I apologise, for not being in William Shakespeare,  Wordsworth's calibre with words phrases sentences & such
& perhaps things can be worded in a better way, than my educated braincell(s) will allow (only reader(s) will know)
However, if that is the case, then please help educate my braincells, in teaching me ways to word / phrase things better
It is the way I was taught, & as I am not a young pup any more, yet could possibly do with the help in the areas that you may suggest
Would you like to kindly volunteer for the position ?

[#3]

Can all contributors, particularly the OP, keep this thread on topic?
As I read the original post, this thread is about those things which PN might consider to improve the delivery of service.  Not to resurrect the spat with the mods which has been well dealt with elsewhere.

[#4]

Having filtered through this thread the common themes are:
1. Bt Openreach not accountable.
2. PN Billing system problems
3. Slow ticket response forum used to get round this issue
4. Promised call back not occurring
5. No customer loyalty rewards – I've been with Free Online for 10 years.
6. MD Q and A  session, this could be on twitter.
7. Customer support news letter - how we are doing, number of calls taken,
Townsman’s reply #29 is a well balanced summary of the way some folk think.
Dan.

[#5]

iDan, on your point 7 (I hadn't picked that up from other posts), there used to be End of Day blog posts, which turned into End of Week posts, before they were stopped.  I used to really like them, but if I remember correctly the readership was very low, especially compare to the amount of effort needed to produce them.  I'd love to see them re-introduced, but can understand why they might not be.
Phil

[#6]

Dan,
Ref point 7.  If you want to do real performance measurement, you need to count calls dropped as well.  User phones in gets put in queue and drops off before being answered.  This should be profiled by time waited in (initially) 5 minute increments.
Kevin

[#7]

@ pjmarsh.
Point 7 was my own one, maybe I should have made that clear.
@Kevin,
Totally agree but I can't see PN publishing the number of dropped calls. Dropped calls would be a very good measure of Customer Support  failure!
Dan.

[#8]

Quote from: iDan

Totally agree but I can't see PN publishing the number of dropped calls. Dropped calls would be a very good measure of Customer Support  failure!

Or the absence (reduction) of them a measure of success! 
Kevin

[#9]

A comparison / percentage of all options customers that have had to try before having escalated to the forum (for example) or which was their last option they had to use as a last resort
V's
The percentage of customers getting their issue(s) that were fixed via their 1^st option they chose

For example
1. Customer gets lack of support via the extra long ticket system
Then turns to
2. The phone, unsuccessful to get issue(s) resolved / fixed
3. Then tries the Twitter still no luck
4. Turns to the forum (dragged out by long ticket wait times) or can get their issue(s) resolved fairly quick dependent on issue(s)
No offence to either department
Example was as an example only

[#10]

Quote from: Chris

It was Chris Parr to whom I think you're quoting there - he isn't in the office at the moment. All I'm going to say is, leave it with us and I'll ensure that we get something out for you all. I'm not on a position to make any hard and fast promises but I do want something for you all to see what it is we're doing and what the plan of action is. This is something that all of us here want for you all, I'm just sorry it's taken this long, so far.

Any progress to report please?  Has anything improved for DCT?  What has Andy done this week to improve the working lives of DCT?

[#11]

There are always tweaks and changes to how we work, but these are generally driven by the team / me / Kelly.  There's nothing more that I can share with you at the moment, but as soon as there is I'll let you know.

[#12]

Thanks Chris,
Be assured that having been asked repeatedly to offer suggestions for input to Andy on delivering improvements, until there is a response from his office, I'll keep asking for updates / a response.  Given the commitment from users in this forum to consider the question and offer responses, at the very least (if only out of common courtesy) a reply from him is long over due.
Regards,
Kevin

[#13]

Quote from: Chris

There's nothing more that I can share with you at the moment, but as soon as there is I'll let you know.

No offence
That is not good enough, given the time that has already elapsed
I, & as no doubt many others will feel that these are false promises atm & for the foreseeable future

Quote from: Kelly

He was looking at the threads when they started.  Not sure if he's kept on top of them (busy man!) but I'll be getting Chris to pull the themes together to take to him in the New Year.

Busy with his feet up on the desk drinking his favourite daytime beverage (until proved otherwise)

Quote from: Chris

Andy understands the frustrations and challenges facing us and you all, it's up to me to make sure that these don't slip out of sight and that I'm continually providing useful feedback from the posts in this forum and across social media.

There is one thing to understand problems / issue(s)
There is another in being Pro-Active to resolve those understood issue(s)
December 2013 =====> Currently ongoing
Still no word from Andy Baker (AS PROMISED)
PlusNet seems to be having all sorts of issue(s) since Andy's arrival (coincidence or not) ?
Plusnet (URGENTLY) needs a new CEO (stop wasting wages on current CEO) & pay for someone willing to do their job as it seems that Andy has an agenda all of his own (which atm does not look good) for PlusNet
I also feel that Andy Baker is only using PlusNet as a stop gap, to make his CV look good
Also until Andy Baker either starts to improve PlusNet on a continuation basis or he is is REPLACED then I also propose that
1. You drop / slow down your advertising campaign
2. Drop the (We'll do you proud) from your advertising
3. All customers facing the most major long term of issue(s) be offered a suitable discount (without having to ask)
4. Give BTOpenreach / BTWholesale etc more kicks in their Gluteus Maximus's (When they let PlusNet's customers down)
Bottom line is
Andy Baker is the demise of PlusNet (Until he proves otherwise)

[#14]

@TORPC
Sorry but that is offensive and I consider it a personal attack on Andy's character and work ethic. Just because our CEO hasn't come on these forums (how many other companies CEO's actually do this?) to directly address you doesn't mean he's sat with his feet up drinking tea.
I was happy to engage in conversation in this thread, however if this is the tone it's taking now then I'll reconsider.
Ultimately it's our job (myself and the Digital Care Team) to talk to customers on the forums, we take your feedback and pass it back in to the business too.

[#15]

@Chris, I have to agree with your comments. The poster seems unable to conduct a decent civilised discussion and should reflect on his comments and apologise.