NEWS16 December 2009

Dell debuts feedback sessions on insight community

Trends UK

US— Dell has added a new feature to its IdeaStorm customer insight community allowing it to run feedback sessions, seeking input from targeted community members within an allocated time frame.

The new Storm Sessions feature allows Dell to initiate a discussion and invite users to respond by posting comments or voting. Once the company has gathered and analysed feedback, it will report back to the community with its findings.

The first two Storm Sessions topics will look at consumers’ mobile technology desires and a redesign of Dell’s support page.

Dell launched the IdeaStorm community in early 2007 to engage customers and deal with questions and complaints. The firm had earlier suffered bad publicity when blogger Jeff Jarvis wrote of his “Dell hell”, detailing his experiences with Dell’s products and customer service and attracting a huge online response from other disgruntled customers.