Ever wondered what happens to your complaints and comments when they reach Channel 4? Do you think the channel deals with your feedback in the right way? Is there anything that could be improved?
Viewer enquiries is the department within Channel 4 that deals with the comments and complaints that come in about our programmes and channels – and it’s been doing that since the channel started back in 1982. Back then we were called the “duty office” and our one analogue channel broadcast for just over 6 hours daily. We received 175 calls on our first day of transmission, many of which expressed good wishes and praise for our brand new channel.
Twenty-five years later, Channel 4 has a stable of four channels (not counting the +1s) going out on analogue, digital, satellite, HD and broadband, and transmits 24 hours a day. Last year viewer enquiries dealt with over 260,000 viewer contacts, which came to us via phone, letter and email. That works out at an average of just over 700 queries, complaints and appreciative comments about our programmes and channels per day! Perhaps you’ll find it surprising that complaints only make up about 10% of our overall contacts each year.
Due to the Channel 4’s unique remit there are very few dull days down in viewer enquiries, and as you will see in Rated/Slated, April was a fairly busy month with both Dispatches: Immigration – The Inconvenient Truth and Bodyshock Special: I am the Elephant Man attracting a lot of comment from viewers.
The internet has not only revolutionised how we receive your comments, but it has also revolutionised the way in which we are able to provide you with the information you need. You can see this in the form of our online FAQs, TV listings and many dedicated programme websites.
Thankfully, the internet has also spelled the end of duty officers having to photocopy 50 copies of the duty log at the end of their shifts, distributing them by hand the following morning. These days, an electronic comments report is distributed by email each morning – your feedback gets sent to virtually all members of staff here at Channel 4 and also to the production companies who are responsible for making the programmes.
So, that’s viewer enquiries in a very small nutshell – remember, when we tell you that your comments are important to us and that they will be seen by the people who matter – they do and they really are!
Commentsoldest first
When will Without a Trace be shown again on Channel 4 ???
FAO Natalie from “Rich kid, poor kid”
Natalie, you have left a marked impression on me.
I have been thinking about the programme all day.
I would like to help if I can,
Natalie, I thought you were great too, you are such an intelligent young woman a daughter to be proud of, you easily out shone the rich girl, although you appeared to like each other after your meeting. When you visited the so called rich family you were like a breath of fresh air they were gobsmacked by you, so bright, well mannered and you conversed so well with them, we have not seen the last of you, I do hope we will have an up date. You are an example to us all. With all my best wishes. Sandra
WHY HAS `YOUNG PERSONS GUIDE TO BEING A ROCK STAR` NOT BEEN RELEASED ON DVD WHEN SO MANY ANCIENT PROGRAMMES HAVE? AND ARE THERE ANY PLANS TO REPEAT IT? A TRULY GREAT SERIES!
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