(08 Apr 2017, 10:25 pm)Adrian wrote Most large companies don't give a toss in my opinion. They're not saying 'sorry' to you because they mean it, but more that because its what they think you want to hear. However, two of the best I've had the pleasure of dealing with though - Virgin Trains East Coast and Sainsburys.
I had an issue with the service on one leg of a 1st advance ticket, and VTEC gave me a 1st class return complimentary ticket, valid anywhere on their network, to compensate. Well over and above what I would have expected.
Sainsburys (energy) - perhaps the first energy company that I've dealt with, where I haven't gotten off the phone and wanted to scream. A good onshore customer services team, where I got the impression they genuinely wanted to help. I think they're based in Wales somewhere, based on their accents!
I think a lot of it boils down to maybe wanting to mitigate any negative publicity.
Like you, I have had companies say sorry and offer some sort of recompense. The recompense isn't something that's been a priority or aim, but it has been something that appears to show sincerity.
Those firms who ignore or brush off a comment or complaint, are clearly not bothered one iota about public perception. Things may be going on behind the scenes, but lack the nous to communicate to the complainant.