If you read yesterdays post I was given a card after my Delta flight and they wanted us to take a survey. I had to do it... customer feedback is my passion!
I didn't want my bias to affect the survey so I asked someone else to take it...
Here are the key takeaways...
The comment card had a number of codes and details on it. The ranged from a serial number to the name of the airline. The person taking the survey was frustrated by the time all of that was entered. This is a huge mistake people make with customer feedback. It's critical to make it easy.
By the time they reached question 12 they said "Are you kidding me?" and stopped taking it. The question asked you to break down 100% into 9 categories based on how important it was. It was long and not it went from customer feedback to a math test.
I took over and answered 5 more questions and than just closed it! I have no idea how many more questions it had. They had wasted as much of my time as I was comfortable with.
Please learn from these customer feedback mistakes! Make it brief! Make it easy! Make it actionable!
Transforming the way customers share feedback and how organizations use it!
Transforming the way customers share feedback and how organizations use it! This is a place to share and learn about customer feedback, customer service and how to improve your customers experience. We want to move people from Comment Cards to Feedback that is of value.
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