Thursday, September 23, 2010

Customer surveys

I wonder if my perception is correct that we are being given more customer surveys to complete than in the past. Last week, I took a tour with a guide in India and after a 4 hour session, I got handed a clipboard with "satisfaction" questions. One of the airlines I traveled gave me a similar kind of survey, but I cannot recall which one. And now I seem to get a survey every time I order something online.

What happens to all these results?

Is service better as a result?

Is anybody listening?

Most seem quite artificial and contrived and allow no flexibility to note exactly what went exceptionally well or what went seriously wrong.  If I were designing the questionaire, I'd ask just those two questions!

No comments: