“Trust compliments. XXXXX (name removed to save other organisation’s blushes) suffered from this – by continuing to respond to negative feedback they repeatedly changed timetables for three years. Every time they changed they would get new complaints (from the people who were happy before) and nothing complimentary from the people who were now satisfied. As a result they just dissatisfied everyone! Eventually they realised what was happening. The moral? I like that story. And your news service. It’s brilliant.”

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