As I posted below, here is an example of a good customer story. This is taken from ntl's intranet and posted by an old colleague who works in oe of ntl's regions:
The following information was gained from a customer using the ntl website.
Within the website there is an option to 'Rate our service'.
"When I moved house the whole process was handled great.
I was surprised that the work could be done at such short notice
and that the engineer was waiting at the new door for me."
Usually there is name identified with the praise and quite often above this in the daily brief reminders of good practice and things to remember. Its a good simple way of communicating areas for development and praise and I think it works well. Shame that it doesn't happen in all areas of the business, especially at a corporate level.