Recently I reported a lost DVD to Netflix . They asked me a few questions on the website and they sent the next one in my queue right away. That’s good customer service. What’s a DVD between friends (particularly when one pays 15 dollars a month to the other!)
So a few weeks go by, I find the DVD and mail it back. I get an automated notification. Someone had thought this scenario through and designed the right feedback mechanism.
Thinking through things is good design.
(I am particularly impressed with this one, since I am working on automated notifications at work!)