Netflix Changes Its Mind, Will Keep Profiles

from the listening-to-customers-is-good dept

A few weeks back, we were one of many who questioned Netflix's decision to take away its "profiles" feature, that allows a single account holder to have separate queues for different people in his or her household. For the folks who used this feature, it was quite popular, and our main complaint was the bogus language that Netflix used, claiming that removing this feature was somehow a benefit to users. Obviously, most folks who used that feature regularly thought it was somewhat obnoxious to take away a favorite feature and to tell them it was for their own good -- despite not having any plans for a replacement.

However, Netflix surprised a lot of folks by actually listening to the complaints from many users and agreeing to keep the feature, though it won't promise to do any more enhancements to it. It's so rare to hear of companies actually listening to their users, that it's nice to see Netflix actually do so. Of course, Netflix could potentially make even more fans of the company by somehow opening up the profiles platform so that others could develop for it -- now that Netflix doesn't want to do so. That may not be possible depending on how things are set up, but that could really turn what was a negative into a strong positive for the company.

Filed Under: customer service, netflix profiles
Companies: netflix


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  1. identicon
    Fitz, 1 Jul 2008 @ 9:22am

    Comfort over Innovation

    I personally don't use multiple profiles, so I wasn't concerned in the slightest about their loss. In fact, hearing that they were doing away with them got me excited.
    What would cause them to do away with a feature that they can see a lot of people use? If it is technically holding them back from creating newer and better features for the rest of the site.
    I started wondering what cool new tools I could use, and how much easier the site would be... and then I got an email saying people didn't want that. They chose comfort over innovation.

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