Years ago, I began using PlanetFeedback.com to communicate with national megacorporations whenever I had questions, comments, or, especially, complaints. Using PlanetFeedback, I consistently enjoyed satisfactory and prompt responses to my requests. Companies sprung to solve customer issues and respond to PlanetFeedback correspondence, I think, because PlanetFeedback letters are posted online and indexed by search engines, and because underneath each letter PlanetFeedback included a statement that the correspondence would appear publicly, online, and that the customer would have the opportunity to rate their satisfaction with the company's response. PlanetFeedback was a great tool to have on my side, a slingshot to launch my requests, suggestions, and criticisms through Goliath's armor.
Sometimes I wished PlanetFeedback allowed me to write letters to local companies, because communicating with a business publicly in front of the rest of the community gives me more power as a stakeholder. Local businesses are already far more responsive to their customers — so it wasn't necessarily a gripe that sent me wishing for a local PlanetFeedback; often I wished for a tool to publish acknowledgments or suggestions for a business or organization.
Feedback Loop facilitates communication to improve the quality of products and services and acknowledge exceptional businesses and organizations. More than being about unique isolated customer service cases, however, Feedback Loop aims to make commerce a more public process. As citizens we have a responsibility to be engaged in our democracy. Let us never forget that decisions we make as consumers also carry with them a host of environmental, social, and political consequences. Feedback Loop is a tool for citizens to assert their values in the economy in which we are implicated by discussing and changing those consequences.
— Aaron Antrim,
Feedback Loop creator and volunteer operator
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