Netflix is Keeping Profiles
Netflix just sent out the following e-mail to notify customers that they are keeping the Profiles feature:
Todd on the Netflix Community Blog had the following to say:
For users of Profiles, I have good news to report: we will keep the feature with no plans to discontinue it.We were persuaded by the well-reasoned, sincere responses of loyal members who very much value this feature. As someone who enjoys helping his four-year-old daughter manage her one-DVD-at-a-time, G-rated sub-account, I identified with these thoughtful pleas to maintain Profiles.
Because of an ongoing desire to make our website easier to use, we believed taking a feature away that is only used by a very small minority would help us improve the site for everyone. Listening to our members, we realized that users of this feature often describe it as an essential part of their Netflix experience. Simplicity is only one virtue and it can certainly be outweighed by utility.
As for improving Profiles, there are no definite plans in place yet, but, like everything at Netflix, we seek to make it better and we are open to suggestions. Non-users of the feature and new members will be able to access Profiles in 2-3 weeks. Existing users will be able to continue their use, uninterrupted.
We apologize for any inconvenience the previous announcement caused.
Thanks to Sean, Dave, Chris, Chris, Holly, Adam, Arul, Ken, Doron, Andy, Joseph, Timothy, Brian, Simon, Robert, Jason, Matt, Katelyn, and everyone else for sending this in.
Woo-hoo!!! :)
Posted by: Katelyn | June 30, 2008 at 05:20 PM
GREAT NEWS! I'm glad Netflix listened to its customers and decided to keep this great feature. I really can't imagine using Netflix without it. FWIW: I was one of the people who called to express my feelings about their now-reversed decision. It was only the 2nd time in about 5 years that I called Netflix customer service.
Posted by: Jason | June 30, 2008 at 05:20 PM
thank goodness!
it worked!
Posted by: Rick | June 30, 2008 at 05:21 PM
I have never used this feature, but I am glad that they have listened to what the customers want and kept the feature. I doubt Blockbuster would have listened.
Posted by: Travis | June 30, 2008 at 05:29 PM
YES!
I would really have hated to take my account down to one DVD out at a time or cancel and move to Blockbuster, but I would have.
This is great news. Hopefully they'll have the sense to have something in the works next time before they try to cancel a feature. That was a PR disaster.
Posted by: Donna | June 30, 2008 at 05:32 PM
This says a lot about netflix. They obviously care about their customers. No matter how small of a percentage of us actually use the feature.
Posted by: Brian | June 30, 2008 at 05:33 PM
I called, emailed, and described my concerns on this blog, but I can hardly believe the good news. Hooray for common sense! As for their original decision... let's just call that their "New Coke" moment.
Posted by: RobertB | June 30, 2008 at 05:33 PM
As a long-time critic of NF, I would like to thank them for listening to their customers and continuing a worthwhile feature. While everyone may not use it, It is great for folks with families that have broad tastes, large age differences, or those that like to manage TV shows & movies, etc. separately.
Thank you NF!
Posted by: BoB | June 30, 2008 at 05:37 PM
Awesome move Netflix. Thank you for listening :-D
Posted by: MJ | June 30, 2008 at 05:39 PM
I signed the profiles, contacted their customer service, and commented on their blog. Never, not even for a moment, did I think we'd be successful, though.
Hooray!
Posted by: Scott Parker | June 30, 2008 at 05:42 PM
This news just made my day. I was making plans to sell my Roku and sorrowfully limp over to BlockBuster.
I was also among the petition signing, emailing, calling masses, but am still a little shocked that they actually listened!
Oh the Euphoria!
Posted by: DP | June 30, 2008 at 05:44 PM
Wow! They listened to us. Amazing. I hoped that posting on a site like this would help and it looks like it did. I'm a HUGE Netflix fan now. Netflix listens to their customers even when it's was a small group of users of a certain feature. Excellent!
In return I'll keep spreading the word about how Netflix listened to its users and hopefully they'll help get more people to join.
Posted by: Brian | June 30, 2008 at 05:44 PM
My account will be unsuspended today! Thanks netflix for realizing that your business exists because of customers not in spite of them. The airline industry should take note!
Posted by: Chicago Jon | June 30, 2008 at 05:44 PM
i call shennanigans that it's a geature only used by a small minority...and if it's underutilized, it's because it's not a well enough advertised feature.
Posted by: michael | June 30, 2008 at 05:44 PM
Now that's more like it! I say on with the new website design, love that idea! However make sure you keep the profiles (even re-tool them to make them easier) but keep them none the less!
Posted by: Phil | June 30, 2008 at 05:45 PM
HOORAY!!!
Posted by: Miggity | June 30, 2008 at 05:47 PM
Oh the relief! Thank you Netflix! I'm sure my 9 yo daughter will echo the sentiment when I tell her this evening too :) I have to say that I'm pretty impressed that they've turned around on this, after the finality with which they imparted the original announcement. Not bad, not bad at all.
Posted by: Sarah | June 30, 2008 at 05:51 PM
I wonder if the 1-2% figure was a little lower than reality? Once you calculate the percentage based on the number of users who qualify for profiles (a lot of people must be on one out plans) the impact of removing the feature may have been under estimated.
Glad to have netflix back!
Posted by: Profile Lover | June 30, 2008 at 05:52 PM
Thanks Netflix! For the longest you guys have been a good example how a corporation should treat its customers. I'm glad you're still setting the example.
Posted by: Jerome | June 30, 2008 at 05:54 PM
i also called and emailed them asking to keep profiles, but these days you never think a big company will actually listen to the little guy.
talk about caring about their customers. WAY TO GO, NETFLIX!!! i have been a customer for 8 years and i am not going anywhere else for my movies anytime soon....
Posted by: aguayo | June 30, 2008 at 05:54 PM
I KNEW there was a reason I left Blockbuster...
+1 Netflix!
A++++++++++ Will continue recommending Netflix to friends.
Posted by: Miggity | June 30, 2008 at 05:55 PM
god knows you don't want to go BB. Keyes has effectively killed the online program. Go to one of his "new" stores and drink a latte instead. lol.
Posted by: Norris | June 30, 2008 at 06:11 PM
Now I can go ahead and order my Roku player!
I was ready to order one when I received the original e-mail about Profiles. Domestic entertainment bliss is best achieved with separate Profiles, so we have been looking for alternative services that had Profiles. I am so glad that Netflix changed their position on this, because no other service had Netflix's selection. Yeah!
Posted by: Tim | June 30, 2008 at 06:14 PM
Awesome! It was taking forever to get my ratings moved. Thank you Netflix (and Danni of customer service) for listening.
Posted by: | June 30, 2008 at 06:16 PM
I choose to be cynical. This was all a ploy to show how much they listen to their customers, and can express humility.
:)
Posted by: Steven Hoober | June 30, 2008 at 06:19 PM