About Not Good Enough

 

 

How did Not Good Enough start?

Not Good Enough was founded by Dr Fiona Stewart. It was around the time that Ansett collapsed in 2001, and Fiona was flying back from Brisbane to Melbourne. While, sure, Qantas was overloaded, the thing that got to her was that they didn’t seem to care.

Counters were closed despite massive queues, and the Qantas lounge was a mess. Not *! # Good Enough was the term that came to mind and the website was born.

Fiona was also fortunate in that she had just co-written one of the first books in the world about online research. She had all the skills needed to begin a site like NGE.

Thinking, we don't have consumer unions, we don't have politicians who are elected to get consumers a fair go, Not Good Enough was founded as the website to get consumer voices heard.

How can Not Good Enough help me?

Not Good Enough works for consumers in 3 main ways.

1. NGE provides customers with an online space to seek advice, share experiences and learn accordingly. This is done at Gripe HQ discussion forums and through the Have Your Say box.

2. NGE uses the media - of which its website is one form - to highlight gripes that are posted on the site. This is done on regular radio spots, TV and in the print media.

3. NGE’s alliance partner - BrandAide Communications Pty Ltd provides companies with access (at a small fee) to consumer feedback from the NGE site. This allows organisations real time access to what customers are saying about them and their competitors. This means solutions are faster and more effective and this is a win-win situation.

What should I do if the NGE site contains a post about my company and I want to contact the customer?

Companies who wish to talk to a customer are welcome to post for FREE on the NGE site 24/7. Please note the forum rules as they apply to companies.

Alternatively, a company may wish to purchase the eAlert service from BrandAide and contact the customer directly. Please direct all enquiries to Contact Us

How much Traffic does Not Good Enough Attract?

Not Good Enough is consistently ranked in the top 40 websites in ''News and Information'' according to Red Sherriff.

What is the "Top Gripes" list?

The "Top Gripes" list displays a fortnightly selection of gripes taken from Gripe HQ and Have Your Say. Gripes remain on this list for a minimum of 2 weeks. If they remain unresolved, they are relisted in the Top Gripes archive indefinitely.

What is the methodology of the "Top Gripes", "They're Talking" and "Winners Board" list?

Companies that appear on the "Top Gripes", "They’re Talking" and "Winners Board" lists represent a broad cross section of gripes logged on the NGE website.

Companies are not notified prior to listing on the homoepage.

If a company fails to respond they are listed on the "Top Gripes" list. If a company responds but there is no resolution, NGE lists the feedback on the "They’re Talking" list. If the gripe is resolved, the complaint plus the response is listed on the Winners Board list. In some ways, companies self select to appear on each of these lists.

 

Are companies on the "Top Gripes" list allowed to respond to these gripes?

Yes companies listed on the "Top Gripes" list are welcome to respond at any time. The door is never closed. Forum rules apply.

Upon resolution, the original complaint and the company’s response may see them re-listed on the much celebrated "Winners Board". If a resolution is not reached the complaint and the companies response will be relocated to the "They’re Talking" list.

 

How does NGE determine which of the many gripes that the website receives are suitable for the homepage?

NGE selects gripes for the homepage based on a) general interest, relevance and educational potential, b) quirk, c) seriousness and d) readability. This is a qualitative methodology and may change from time to time.

What is the Business of Not Good Enough?

As an independent organization, Not Good Enough receives no government funding or corporate sponsorship.

In the past, NGE has been funded through its alliance partnership with BrandAide Communications for providing access to your feedback. In the past, BrandAide has paid NGE a flat monthly license fee. This arrangement no longer holds. Members are invited to support NGE by donating $20 per year to assist with NGE running costs.

Why is Not Good Enough a dot.org and not a dot.com?

When Not Good Enough was established, the dot.com domain was not available. And, heck, we like the connotations of being a dot.org as we have strong social justice principles - keeping the bastards honest.

Who owns Not Good Enough?

The Not Good Enough website is owned by the individuals who work on and for the website.

What is the aim of the NGE Scorecard?

The NGE Scorecard aims to give NGE website users a snapshot view of corporate performance within any of the vertical industries that are included in the range of forums at Gripe HQ.

What is the NGE Scorecard?

The NGE Scorecard takes the aggregate data from all user postings on the website and ranks companies in order of performance.

The indicies used in the compilation of the "Total Score" are:


Expectations: How satisfied are you with the service provided by this organisation?
Very
Dissatisfied
Dissatisfied
Neutral
Satisfied
Very
Satisfied

Referral index: How likely are you to refer this organisation to someone you know?

Very
Unlikely
Unlikely
Neutral
Likely
Very
Likely

Propensity to switch: How likely are you to switch to another supplier?

Very
Unlikely
Unlikely
Neutral
Likely
Very
Likely

How many posts does a company need to get to be listed on the Scorecard?

The data provided in the Scorecard are based on a minimum of 10 posts about a company. As such, the Scorecard denotes a comparison of all posts on brands where 10 or more posts are received by NGE within the same industry for the same set time period. If a company is not mentioned by NGE site users (at least 10 times) during a particular time period, they will not be listed on that month's Scorecard. If a company is listed less than times by different users during a set time period, they will not be listed on that month's Scorecard.

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About the Not Good Enough Website

Is the NGE Site moderated?

Yes, the NGE site is monitored by the NGE website team. Gripe HQ is covered by strict guidelines in an attempt to maintain NGE as a family-friendly place to visit. Posts that break the rules of Gripe HQ may be removed without explanation.

It is the responsibility of all users to abide by the rules of the website. These rules form part of the NGE User Agreement. The rules are located on the main menu bar of each page. All rules have a solid foundation and are not negotiable.

The User Agreement can viewed on the sign up page. Contravention of either may lead to the suspension of membership privileges.

What happens to my postings on the Not Good Enough website?

All gripes submitted to this website are reviewed by the NGE website team. All gripes are considered for Top Gripe listing (see above for methodology for further details).

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Website Questions

Can I submit my complaint via email, phone or snail mail?

No. All gripes must be logged at either Have Your Say or Gripe HQ. Please do not use Contact Us to send your gripes.

Why do I have to Register?

You need to register so we can contact you to verify your posting and to ensure that you are who you say you are. You must provide a valid name and contact details in My Profile.

NGE takes as many steps as possible to ensure that honest, accurate feedback is logged on the site. User details help in this regard.

Equally importantly, NGE wants to be able to contact you. So please do give us your correct name, email (web based accounts not accepted) and phone number and don't forget to keep these up to date.

Why can't I use a web-based email address?

As well as the reasons stated in the Forum Rules, this prevents the less honest from hiding behind an anonymous email address and also from signing up endlessly in order to skew the stats against a particular company.

Why can't I Log in?

Have you registered and activated your membership? You must do so in order to log in. Have you been permanately banned from the board? If you have registered and activated your membership, do not have multiple usernames (not permitted) and are not banned, but you still cannot log in then check and double-check your username and password. Usually this is the problem.

If you are not sure of your username/password please go to Log In/Forgot your password?

Entering your registered email address will generate a new password email. Your username will be used in the salutation.

Please be sure to read the new password email carefully and follow the activation instructions. Please follow these steps before emailing for assistance.

Why do I get logged off automatically?

If you do not check the Log me in automatically box when you log in, the board will only keep you logged in for a preset time. This prevents misuse of your account by anyone else.

To stay logged in, check the box during login. This is not recommended if you access the board from a shared computer, e.g. library, Internet cafe, university cluster, etc.

I've lost my Password!

Don't panic! While your password cannot be retrieved it can be reset. To do this go to the login page and click Forgot your password?. Follow the instructions making sure the link is not broken and you should be back online in no time.

I Registered but Cannot Log in!

First, check that you are entering the correct username and password. Your account may need activating. When you registered you would have received an email containing activation details, just follow the instructions; if you did not receive the email then check that your email address is valid.

One reason activation is used, is to reduce the possibility of rogue users abusing the website anonymously. If you are sure the email address you used is valid then refer to the Contact Us link.

I Registered in the Past but Cannot Log in Anymore!

The most likely reasons for this are: you entered an incorrect username or password (check the email you were sent when you first registered) . Have you changed your details and not followed the instructions? Or perhaps if you have ignored site rules, your membership has been suspended.

Who do I ask for help Logging on and all other problems?

First check for the answer in FAQ. If you still need help with the NGE site select General Enquiries from the Contact Us link.

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User Preferences and Settings

How do I change my settings or update my details?

All your settings (if you are registered) are stored in the database. To alter them click the My Profile link My Profile(shown at the top of pages directly below the main menu bar). This will allow you to change your settings.

How do I opt out of the Newsletter?

Make sure you are logged in. Go to My Profile and untick the box.

What does NGE do with my personal details?

The personal details that members provide to NGE are solely for the benefit of verification purposes. These details are stored in a database facility and kept secure. They will never be sold. No company has access to your details without your explicit permission.

You are asked for your consent for your details to be forwarded to a company in search of resolution/response.

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New Search Facility

Who can search NGE?

Any member.

How do I?

Search for Keywords – Enter a company name or product eg fridge

Search for ANY terms - eg keyword: ABC Bank – all posts containing the word ABC or Bank

Search for ALL terms – all posts with the words ABC and BANK

Search for exact phrase – all posts containing the exact phrase ‘ABC Bank’

Forum – Select one particular forum to search or search all forums

Search

All posts (NGE website)
1 Day
7 Days
2 Weeks
1 Month

Sort By (choose how you’d like the results to be displayed)

Post Time
Thread Title
Forum

What does Return First mean?

Return First allows you to choose how many characters of the post you would like displayed. The remainder of the post is visible by clicking on the link displayed in the results.

 

What is contained on the NGE website?

The NGE website contains all threads that are live. Gripes appearing in key forums are archived after a period of inactivity. The archive is not available to members. Members should store a copy of their posts for future reference if required.

* Search does not include the Top 10/Top Gripes Forums as these posts are not archived but remain onsite. Posts in the Top 10/Top Gripes remain onsite indefinitely.

Posting Issues

How do I Post a topic/gripe in a Forum?

Easy - click the relevant Forum and then click the 'New Topic' button and follow the prompts. You must be registered before you can create a new topic or post a message.

How do I Post a topic/gripe in a Private Forum?

Contact NGE via Contact Us/Gen Enq giving your username and the name of the forum you wish to enter.

Can NGE Post my Gripe for Me?

No. Members must post themselves.

Viewing Threads

Below each thread is an option to view the oldest or newest post first. The selection you make will default to all threads until you again change your preference.

Company/Organisation Name field

In order for companies to receive your gripes via eAlert, it is essential that you correctly enter their name. If you spell the company name incorrectly the system will offer you a suggestion or ask you to type in the correct name. Do NOT use forward or backstrokes in the company name field.

If our system does not recognise the name then you can select your choice and it will then be added to our database.

If your post does not contain a gripe or compliment about a specific company, business or dept. name simply enter the words 'not applicable' or n/a. Please do not deliberately enter an invalid company name or comment.

This applies to all forums except the Talk Club which is geared towards non-consumer related topics.

How do I Edit or Delete a Post?

After typing your message select 'Preview'. Now is the time to carefully read your post through and edit where necessary. When you are happy with your comments select 'Submit'. Members cannot edit once the post is submitted.

Members are encouraged to think carefully before posting as only administration can delete a post and only when the post breaks the forum rules. Posts will not be removed on demand.

Can I post a link or an email address?

No. Allowing one person to do so means allowing all thus exposing NGE to many types of abuse including advertising and pornography.

Why can't I Access a Forum?

Some forums may be limited to certain users or groups to view, read, post, etc. Refer to the Contact Us link.

Why can't I Vote in Polls?

Only registered users can vote in polls to prevent spoofing of results. Only one vote per username can be cast.

What is Have Your Say (HYS)?

If you've only got 60 seconds and want your gripe logged with NGE, then use Have Your Say located on the main menu bar (HYS). Gripes entered here go to our off-screen archive, visible only to NGE management. Selected gripes appear in both Top Gripes and Winners Board.

How do I Post to Have Your Say?

Click the link on the front page in the Have Your Say section. A new window will open. Simply fill in all the details and hit Submit to send it off to the NGE team.

Where's my Have Your Say posting?

Postings to Have Your Say are currently stored in an off-screen archive. While they are not visible to the public, be assured we have them and they are regularly selected for the Top Gripes list. If you want everyone to be able to read your gripe, post it in Gripe HQ.

My post/thread in Gripe HQ has disappeared. Where did it go?

NGE reserves the right to remove any post/thread/forum at its discretion. Member posts in Gripe HQ can be removed if they break the rules of Gripe HQ. Threads which deteriorate or become inactive may also be removed without notice. Warning is not given and debate and argument is not entered into by NGE. Removed threads or posts will not be reinstated. Please do not email demanding reinstatement.

All members are encouraged to familiarise themselves with the rules of Gripe HQ and the NGE user agreement. NGE reserves the right to amend the rules without notice. Please check the rules from time to time.

Why does my post have a Blue Eye icon?

A Blue Eye next to a post means that the company named in the "Company Field" of a post is registered with NGE's alliance partner, BrandAide Communications. What this means is that the Company receives the BrandAide eAlert service. This in turn means that your gripe will be delivered by automated email to that company. All in real time. If you want a company to listen and respond to you, please be sure you enter the correct name in the applicable field.

What does the Talk Bubble Icon Mean?

This means the company has requested to contact the member via NGE

What are Smileys?

Smileys, or Emoticons, are small graphical images which can be used to express feeling using a short code, e.g. :) means happy, :( means sad.

The full list of emoticons can be seen via the posting form. Try not to overuse smileys, as they can quickly render a post unreadable and the NGE Website Team may need to edit them out or remove the post altogether.

What are Announcements?

Announcements contain important information and you should read them as soon as possible. Announcements appear at the top of every page in the forum to which they are posted.

What are Sticky topics?

Sticky topics are posted by the NGE Website Team and sit at the top of a forum. They are often important so please take note.

What are Locked topics?

Locked topics are set this way by the NGE Website Team. You cannot reply to locked topics. Topics may be locked for a number of reasons.

What Are Your Feelings?

What?

The purpose of this section is to ask members to rate their experiences with organisations, from good to bad. This information sends a powerful message to companies about how customers feel about them.

Why?

Answering these 3 issues tells a company how you feel. This extra information not only gets it off your chest but helps a company to understand. This is a win all round.

When?

You need to answer the feelings questions when you 1. Start a thread in the discussion forums and 2. reply to someone else's post for the first time.

The default is based on the first post so you can change the scale if your feelings differ. Posting in HYS also asks you these questions.