Thanks to a handful of organizations I pretty much won’t fill out customer surveys anymore.
Why?
Because I’ve yet to come in contact with a company who listened to me when my experience sucked!
I take the time to fill out the survey.
Express my feelings (always in a polite fashion by the way).
And then nothing beyond the automated “Thank you”.
No personal email or call from a manager.
No, attempt to turn the experience into a “WOW”.
Just a really messed up vibe of “Thanks, your money is on the night stand”
Here’s a radical thought if your company sends out customer surveys . . .
Stop sending them out immediately . . .
If you have no intention of responding properly, using it as a second chance to create a better customer experience and then learning from it.
You’re fooling yourself and you’re basically pissing off your customers!
You can’t fake caring
Your turn . . .
What’s been your experience with customer surveys? Do you see them as a waste of time? Do you feel like you truly have been heard?
Just gave my bio page a much needed face lift 🙂 Click here to have a look!
Paul, you will be happy to know that not only does my company respond to customer surveys, but if we receive a negative comment the president of the company contacts the client himself.
Now that’s what I’m talking about!
Well done!
Paul, I couldn’t agree more. I have had some amazing responses to surveys and they can go a long way to correct a bad experience. I am also the type to tell companies when I have had a great experience. I think it should go both ways. Thanks for the post!
That positive feedback is so important!
Thank you for taking the time to share your thoughts!
Thanks Paul!
You just freed up some of my time! I have filled out the survey s and then………. nothing. And no survey experience stands out as Flosgym has mentioned. Now THAT would be nice!
It sounds like someone hit a hot button with you recently or you had an epiphany on the subject. Either way, you make exceptional points, as usual!
Regards,
DA
Thank you David and you hit the nail on the head!
It was the result of a bad experience and an epiphany!
Thanks!
I stopped filling out the surveys on the receipts since no one ever responded. But I am committed to bringing a positive force into the world and lead by example so when I experience great service I find the owner-corporate site or number and write or call about the outstanding performance. What still astounds me is how many of those emails or letter still get no response, or worse when I call the response is blah! I will continue to write and call as an example to my kids and others and maybe it will change. BTW, like the new bio page.
Completely agreed. I think some companies look at the reviews from an overall perspective instead of attempting to create great experiences individually. One site that actually followed through with a survey was Amazon – I wrote about a negative experience and was contacted within 6 hours. They solved the issue promptly and created a great customer experience for me. I recommend Amazon constantly now because of this.