Now, a Cincinnati-based company called PlanetFeedback is using the power of the Net to help consumers communicate with the companies that sell them products and services. PlanetFeedback has created an online forum for consumers to send complaints, compliments, questions and suggestions to all types of companies. But helping consumers figure out whom to contact is only half of PlanetFeedback's mission. The company also helps them draft the letters they will send. By clicking through the site and answering questions along the way, each consumer gives PlanetFeedback the information it needs to create the basic outline of a customized letter.
Some questions are specific.
Using the answers, PlanetFeedback pulls up not only the name and address of the person who should receive the letter, but also a template of the letter itself. And it will follow up with the consumer to find out if the letter generates a response. By standardizing the process , PlanetFeedback hopes to encourage more consumers to send feedback to companies, said founder and CEO Pete Blackshaw. The company also lets consumers post their letters on its site for other visitors to read. As a result, Blackshaw said, even if an airline doesn't respond to that letter complaining about its rude flight attendants, at least others will see it and keep it in mind next time they travel.