Originally Posted by
Land-of-Miles
It is good business practice for senior executives to take a look at a random sample of customer complaints. I have it on pretty good authority that when he was CEO of Barclays, John Varley used to regularly examine sample complaints and would often follow up personally with the customers to discuss their issues and ensure they were resolved.
Obviously no matter how engaged the senior Execs of a business are they won't be answering every letter, but it does send a wider message to every other employee.
The former Mrs Lawrence never used to read the letter (I have it on good authority) however Mr Williams and Mr Broughton take a selection every few months and normally sign them off telling CR what they'd like done with them