To round out the Netflix-related post trifecta, here are copies of the suggestions I just submitted to Netflix.

The first was about putting user and system ‘how this got into my queue’ information into my queue, and the second one is me complaining about the turnaround time and offering suggested solutions. (It’s significant – the true Netflix-killer Blockbuster is going to have (at least for me) is turning their existing stores into distribution centers, where shipping is fast, or I can drop it off.)

Netflix is two things for me: a queue management system that lets me track the movies I want to see, and a distribution method for that queue. These suggestions look to improve both sides of that operation.

There are many movies in my Queue that by the time I get to them, I’ve forgotten why I added them. Did a friend recommend it, and if so, who? When did I add it? The “My 2 cents” is nice to put a one liner for me to remember things AFTER I’ve seen it, but I’d like to be able to leave a note in the movie in my queue when I add it.

The system could store information such as when it was added to my queue (and where in the queue it was when it was added,) as well as how I got to where I added it (was it from a search, an actor page, a recommendation from another movie (and which movie,) or a list (top 100, awards, etc.) A small notes field would let me say something like “Nate recommended” or “Mom says must see”

This information would be viewable/editable in the Queue after the movie is added. It could even be incorporated into the email that gets sent when the movie is mailed, so I get a refresher on why I rented it before it gets to my house.

I hope this idea makes sense to you, and that it would be a valuable addition to Netflix. Thanks,

Dave

And the shipping issue:

I live mid-distance between the Chicago and St. Louis distribution centers, where most of my movies come from St. Louis. The shortest turn-around time I have had for a Netflix movie (from Netflix announcing it ships to Netflix recording it returned, as told by my account history,) is seven days – even if I watch it the night I get it, and put it in the mailbox immediately afterwards. I know the average turn around is much shorter than that (especially for people closer to distribution centers,) and I am disappointed they are getting better service than I am although we’re both paying the same amount.

I recognize most of that trip is USPS transit time (ignoring the 24 hours it’s at my house.) I know that people who live closer to distribution centers get faster service, meaning they can watch more movies, and get more value out of their membership.

I suggest you implement a ’ship me my next movie’ feature to the Queue, so that days when I put a movie in the mail to return, I can register that action online, and you can preemptively ship me the next movie while mine is being returned. This isn’t much different than marking a movie as lost in the mail – it’s just a way to acknowledge the previous movie is on it’s way back, and can you send me the next one a little early? (It would be great if the local post office could scan the red envelope and somehow tell Netflix the movie has been received … but I don’t know if that integration with the USPS system is possible.)

Another solution would be to offer more movies out at a time than my membership allows, so I can ‘buffer’ them and the transit time doesn’t so greatly effect my ability to watch movies.

Thanks for hearing my recommendation,
Dave

If you think these would be helpful, and you’re a Netflix subscriber, please let them know.

I know it freaks my boss out that I look at job postings all the time, (Hi Chuck!) but you learn a lot of things about an organization by who, when and what they’re hiring. (Besides, I was looking for St. Louis positions for you, Mom.) Because you usually hire people for new projects, you can get an idea on where the companies are going by their future workforce. Sometimes, those plans are not-announced anywhere else, but pretty plainly disclosed in the job ad.

For example, Netflix is looking for a new Product Management Director, with the following blurb:

The Electronic Delivery Service (EDS) will augment Netflix’s current DVD delivery model with high quality movies delivered to consumers’ home TVs through the Internet, on a subscription basis.

Reporting to the Chief Product Officer, the EDS Product Management Director will manage the development and shipment of the first generation EDS product, and will set the strategy and direction for future electronic products and services. The scope of responsibilities is broad and involves coordination of internal design and development teams, outside vendors, manufacturers, and partners all with an eye towards building a simple focused product to deliver an exceptional consumer experience.

Interesting!

It’s lame to quote a blog you read about in another blog on your blog, but it happens all the time and I like this person’s characterization of the services Netflix provides that’s outside of the “normal” way people purchase/rent things. It goes with my belief that Netflix can create an agent or avatar that is trained with my preferences and histories. By offering new things to the agent, if it accepts it, there’s a good chance I will. This kind of information mapping isn’t seen (as directly) on the consumer level, and I think the organizations that utilize that kind of personalization will be successful in the long run. Netflix could do more with that. Maybe they should hire me (after the LIS degree.)

Anyway, here’s the quote from ysk.com, which I found through Becky:

However, what I find even more compelling about Netflix is the ability to track new DVD releases and maintain a growing list of movies that I would like to see. I can even add and track movies that have not been released in theatres or on DVD. Netflix can then provide automatic management of new DVD releases into my viewing list on a schedule that I can adjust. On top of that, Netflix provides recommendations and reviews from critics as well as the Netflix community. The net effect is that I now have a relationship with Netflix where Netflix is my personal “movie concierge” or “movie butler”. By providing these personalized services, Netflix is enhancing my overall movie watching experience by ensuring that I see more quality movies that align with my interests and tastes. This value is something that allows Netflix to maintain a premium over other companies that solely focus on delivery efficiency, as well as ensure stickiness that increases switching costs for customers.

I’ll argue that I don’t always see quality movies (in fact, sometimes I rent crap,) but it was crap I wanted to see and enjoyed the experience even if I didn’t care for the movie. At least then I can say I’ve seen it. The rest of the article talks about Netflix needs to improve their interface and access to information: I think it’s better than discussed in the OP but there’s still room to go. Netflix has provides different views and lists and RSS feeds, showing they care about both what information to show/share, and also how to present it. They’ve added a bunch of AJAX applets to the site that give popup balloons with more info, and give you better internal links to friends and reviews.

The one thing I would like is a “notes” field for each movie in my queue, so I can record why I added it. Who told me about the movie, or how I found it. It would be neat to see some other information about the queue (when I added it, where I came from to add it (from a recommendation from another movie, from a list somewhere.) I think I’ll go request that now.