Which part of “the customer is always a co-producer” don’t these people understand?

For the third time in the past few months I'm assailed by a survey so shockingly poor that I wonder why the service provider in question has bothered at all. First it was East Coast trains with a lengthy paper questionnaire about my journey, conducted entirely in mind-boggling forced-choice price/quality trade-offs. Then came a letter … Continue reading Which part of “the customer is always a co-producer” don’t these people understand?