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Sociable · 21-11-2003, 19:24

OK as suggested I repeat here the stage we had reached over at .com before being so rudely interupted.

Special thanks to Pem btw as it was him that was able to dig out this copy.

***************

OK getting back on topic.

What we have so far is the concept of creating a panel which would comprise representation from NTL (in the form of an appropriate manager), representation from the Admin Team (to ensure any issues concerning the forum are included in a workable way) and finally representation from the membership of the forum in the form of a nominated/elected Customer Rep(s).

I would envisage this tripartite meeting being held about once per quarter, but possibly more frequently should this prove to be an even better success than I think it will be.

Selection of the Customer representation would be based on the specific topics due for discussion as it makes sense to have people with both an interest in the issues and also an ability to articulate the collective consensus on those issues.

Therefore this would not be a permanent role but would pass to whichever member(s) seemed most appropriate at the time given the issues to be discussed.

I would add an extra criteria for this customer/user rep is that they must be willing and able to articulate where NTL are getting things right just as well as when they are not.

What we are looking for is supporting good practice and eliminating the bad just as much as discussing problem/issues with the products and services themselves.

The purpose of the meetings would therefore be to look for constructive ideas to resolve existing problems/issues not just with NTL's products and services but also the relationship it has with customers by allowing a positive dialogue to take place providing feedback both ways.

To ensure that the issues discussed and views expressed are truly representative of the wider customer base I would also propose that we make us of a monthly newsletter sent to the forum membership via the existing notification system. This could invite contributions and provide a channel for feedback to the wider forum membership as well.

This last proposal, if nothing else, would generate more active interest in the forum as members see we are actively involved in working in partnership with NTL to address outstanding issues. The newsletter will also provide a vehicle for promoting the day to day successes of the forum and also highlight the times NTL get things right.

So come on everyone what do think of the general idea of trying to build on the undoubted existing strengths of the forum and helping it thrive and prosper in the future?

***************

This is a straight repeat of the post from .com which was followed by a series of posts clarifying a few details but all generally not just accepting the basic concept but actually welcoming it.

I appreciate it may need refinement now to fit the new location but the key principles will still be valid.

I do know given today's fiasco the odds on acceptance to the idea by NTL is problematic but maybe just maybe they could find this a suitable way of saying sorry for that.

Anyway over to you guys n gals what do you think?

21-11-2003, 19:24	#1
Sociable Inactive Join Date: Jun 2003 Location: Knebworth Age: 73 Posts: 1,816	Proposal for a "Customer" Panel OK as suggested I repeat here the stage we had reached over at .com before being so rudely interupted. Special thanks to Pem btw as it was him that was able to dig out this copy. ************* OK getting back on topic. What we have so far is the concept of creating a panel which would comprise representation from NTL (in the form of an appropriate manager), representation from the Admin Team (to ensure any issues concerning the forum are included in a workable way) and finally representation from the membership of the forum in the form of a nominated/elected Customer Rep(s). I would envisage this tripartite meeting being held about once per quarter, but possibly more frequently should this prove to be an even better success than I think it will be. Selection of the Customer representation would be based on the specific topics due for discussion as it makes sense to have people with both an interest in the issues and also an ability to articulate the collective consensus on those issues. Therefore this would not be a permanent role but would pass to whichever member(s) seemed most appropriate at the time given the issues to be discussed. I would add an extra criteria for this customer/user rep is that they must be willing and able to articulate where NTL are getting things right just as well as when they are not. What we are looking for is supporting good practice and eliminating the bad just as much as discussing problem/issues with the products and services themselves. The purpose of the meetings would therefore be to look for constructive ideas to resolve existing problems/issues not just with NTL's products and services but also the relationship it has with customers by allowing a positive dialogue to take place providing feedback both ways. To ensure that the issues discussed and views expressed are truly representative of the wider customer base I would also propose that we make us of a monthly newsletter sent to the forum membership via the existing notification system. This could invite contributions and provide a channel for feedback to the wider forum membership as well. This last proposal, if nothing else, would generate more active interest in the forum as members see we are actively involved in working in partnership with NTL to address outstanding issues. The newsletter will also provide a vehicle for promoting the day to day successes of the forum and also highlight the times NTL get things right. So come on everyone what do think of the general idea of trying to build on the undoubted existing strengths of the forum and helping it thrive and prosper in the future? ************* This is a straight repeat of the post from .com which was followed by a series of posts clarifying a few details but all generally not just accepting the basic concept but actually welcoming it. I appreciate it may need refinement now to fit the new location but the key principles will still be valid. I do know given today's fiasco the odds on acceptance to the idea by NTL is problematic but maybe just maybe they could find this a suitable way of saying sorry for that. Anyway over to you guys n gals what do you think?