And conversely Peter, for every dissatisfied owner posting on here there are probably many more who enjoy their cars and do no feel a need to post on a forum.
Agreed. It's always been an issue for organisations that dissatisfied customers have a disproportionately greater impact than the happy ones. The trick is to get your happy customers to promote your company for you.
There was a load of work done on this something over 25 years ago, they called the concept 'Raving Fans', the idea was that you'd pitch your customer service not only to fix people's issues, but to encourage and develop the happy customers to be enthusiastic evangelists for your products.
Apple, of course, being the prime example of how effective this can be when done right.
