Citizen journalism and social media catch and spread ideas.  Because of the rise of citizen journalism websites that pay for anecdotal content, the citizens of every nation are becoming more and more conditioned to share emotional responses with relative strangers, online. Studies done in the UK show that 12% of online population age 16 to 35 know about and have used a complaints website to record and make public some personal rage against a business. And this is only the beginning...

social media downward chart
But it should be stated that complaint websites are not a one way street. Good complaints websites can turn negative remarks into positive publicity by increasing customer satisfaction in just one individual. That's actually what a good complaint website should be all about. The best sites in the business target a specific region and becomes a conduit for angry consumers and responsible business. The best sites allow visitors to rage unrestricted by complex registration rituals, but also give corporations an equal opportunity to respond, while the membership body grades the quality of each submission.

Canadians are not complainers. Up here in Toronto Canada we have never had a full blown revolution, or even a good tax revolt; it's not in our culture to talk back to authority (or retailers or suppliers etc) . We quietly tolerate scandalous politicians, unpopular wars, and fiscally irresponsible car companies. Should I even mention the cell phone industry that charges 'system access fees' each month? Canadians are too nice, and as a nation we get shafted all the time.

Right up until January 2009 there was no online venue built specifically for Canadian 'social complaints'.

complaints website, Tell OscarTell Oscar is the first real complaints website in Canada. The site lets Canadians praise good customer service and record their bad experiences. The idea is that corporations can be made to listen and made to understand the relevance of having and maintaining a good social reputation. More importantly, the website encourages business leaders to get involved and emails them if and when there are critical remarks or compliments posted on site. Turning negative remarks into positive publicity and increasing customer satisfaction is what good complaints websites do best.
 
   

 


 
 
 
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