Originally Posted by
benjai
I suppose its quite debatable. I don't think most people can be bothered to complain to managers or even at all. But if everyone who didn't like something complained directly to front line staff (which is relatively easy to do), wouldn't that send a pretty powerful message to the managers?
In 30+ years of working in and around big corporates, I have yet to come across one where the decision-makers have the slightest interest in what front-line staff think
(unless they're targeted on some of the measures in the annual opinion survery...
)