I mentioned before that I do market research and sometimes it’s impossible to read the ingredients labels. The label on Nivea’s Diamond Touch liquid hand soap was no exception, but their customer service response time was exceptional.
I emailed and asked for the ingredients and immediately got an auto response saying my email was received:
date Tue, Jun 22, 2010 at 12:52 PM
subject NIVEA.se contact form: Frågor|Produkter|Dusch och tvål
Vi har tagit emot din förfrågan och besvarar din fråga så snart vi kan. Svar på vanliga frågor kan du hitta på hemsidan under sektionen Kontakt.
Uh-oh, I thought. An automatically generated response isn’t good.
The nice thing that happened was a personal response the same day with little delay:
Consumer Service SE /BDF GOT
sender-time Sent at 3:50 PM (GMT+02:00). Current time there: 10:27 PM. ✆
date Tue, Jun 22, 2010 at 3:50 PM
subject FW: NIVEA.se contact form: Frågor|Produkter|Dusch och tvål
Hi (my first name) and thanks for your email
Diamond Touch Shower contains:
Aqua, Sodium Laureth Sulfate, Cocamidopropyl Betaine, PEG-7 Glyceryl Cocoate, Parfum, Helianthus Annuus, Diamond Powder, Glycerin, Glycol Distearate, PEG-40 Hydrogenated Castor Oil, Laureth-4, Polyquaternium-7, PEG-200 Hydrogenated Glyceryl Palmate, PEG-90 Glyceryl Isostearate, Citric Acid, Benzophenone-4, Laureth-2, Sodium Benzoate, Sodium Salicylate, Methylparaben, Propylparaben, Butylphenyl Methylpropional, Linalool, Limonene, Alpha-Isomethyl Ionone, CI 16035, CI 42090
The three hour turn around was very nice. It allowed me to finish my report without delay. I am STILL waiting to hear from L’Oreal months later. How can a company that ignores emails from customers stay in business?
On Tuesday, that was the nice thing that happened to me in Sweden.