Blog Post

A Letter of Apology

Today, we messed up. We sent out a customer communication in error, for which we sincerely apologize.

Today, we messed up. We sent out a customer communication in error, for which we sincerely apologize.

We are always trying to improve communication with our customers. The majority of the time we get it right. On this occasion, we got it very wrong.

Here’s what happened:

  • We migrated our customer email list to a new platform to clean up and consolidate communications, with the intention of ensuring that we only provide you with the communications you want to receive rather than extraneous ones.
  • The first email we sent out via the new platform was a customer survey, which we wanted to use to gather valuable insights from you as we kick off the new year together.
  • To our mortification, the list to which the email was sent included a few erroneous contacts. We wanted to make sure every Catchpoint user had the opportunity to voice their opinions in the survey, but in doing so, we accidentally included some email addresses that should not be used for email communications.
  • More importantly, the list included a few aliases that triggered false alerts. This goes DIRECTLY against our DNA as a company, not to mention caused some people to be inconvenienced and rightly upset. We are terribly sorry!

This occurrence is extremely rare, and we want to make this right. Here’s what we are doing to fix it so that it never happens again:

  • We have completely scrapped the erroneous list, creating a new one that removes all the erroneous contact emails and only includes active users that have opted in for communications.
  • We have provided a note on the Catchpoint Portal with an apology and contact information, should you want to reach out to your customer service provider or to Catchpoint itself with any further questions.

Again, we are truly sorry for the mistake we made. As practitioners ourselves, we completely understand the need to avoid false alerts. We will do everything in our power to make sure such a thing is never repeated.

Thank you for your patience. We are privileged to have such passionate and loyal customers. Our entire organization wants nothing more than to deliver an experience that makes you proud – and we fell short on that today.

We appreciate your ongoing support and are happy to answer any further questions you might have around the matter.

Sincerely,

The Catchpoint Team

Company Culture

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