4 ms·
This is of course strictly anec-data, but my experience has been similar in dealing with both the DMV and telcos. Broadly speaking, you have pockets of excelle
by kgrin 15y ago
This is of course strictly anec-data, but my experience has been similar in dealing with both the DMV and telcos. Broadly speaking, you have pockets of excellence everywhere, as well as pockets of apathy. But, as Winer says, the idea that "private businesses will provide a better customer experience because there's competition" doesn't really hold up when you have so many distorting factors (de-facto monopolies, outsourced customer service, warped retention incentives, etc).
- tortilla 15y agoSame here. In my experience, if you're dealing with de facto monopolies: cable, telco, healthcare, or banking it's actually a far worse experience. You are placed in some ring of hell of outsourced lowest cost customer service, nonsensical automated phone menus, and customer hostile corporate policies. In my area, the employees of the DMV or post office employees have generally provided more friendly and positive customer service experiences.
- rhizome 15y agoThe profit motive will never increase the quality of service, and anybody who doesn't include the profit motive and profit margins in assessing the relative merits of privatizing bureaucracy is an idiot.