Guru - Customer Service and Support
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Suggestions and Feedback
Guru demonstrates its interest in hearing from its users by putting a link called “Suggestions” in the “About Guru.com” section of the footer found on every page of the site. Clicking this link actually takes you to the Suggestions part of Guru Answers, as described above, where users can share suggestions with the Guru team.
It is also possible to submit suggestions using the contact form. The first item on the contact form is a drop-down box called “Subject matter”, and the first option in that box is “Suggestion/Feedback/Kudos”. A small touch like making this the default option here tells users that the company values their input.
Unfortunately, Guru may not be as good at following through on feedback as it is at soliciting it. The Suggestions forum seems to be a one-way street from users to Guru: I see very few replies from Guru to the suggestions that others have taken the time to write. In fact, of the most recent 25 topics shown on the first page of the thread list for the Suggestion forum, 18 have no replies from anyone at all. Few people enjoy dropping suggestions into a black hole, so I consider this an area in need of improvement.
I do not know what Guru’s track record is when it comes to implementing user suggestions. The conflict between the company’s clear desire to hear from users, but lack of interest in responding to them, makes this hard to assess.
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