Customer Satisfaction Survey

If you missed this article please take a minute and read it!

He really hits the nail on the head in so many ways.

We are proponents of brief surveys... usually only 5 questions.  I agree one is to short.  When you survey customers you have the opportunity to learn what is working and what needs to be worked on.  Not sure if I like the "tracking aggravation". I understand it but think it could be backward looking information.

In the article he says, "I don't know about you, but I hate customer satisfaction surveys. We are all inundated with them thanks to email. It used to be these things came in the mail (easy to throw out) or by telephone (hang up). Now, most of them come via email. I stay in hotels 100-plus nights a year, and no matter how big or small the hotel was, they always manage to send me a survey several days later. Like you, I delete the survey unless I really had a bad experience.

I did waste 15 minutes filling out one I got from a St. Regis Hotel vendor and was madder after filling out the survey than before I started it because there was no place for me to explain the problems I experienced at the property. Plus, I had to waste 15 minutes of my time, telling a company I just paid a lot of money to how they screwed up."

He goes on to say that a 30% return rate of a satisfaction survey is good for most surveys. I think even that is very hopeful. I just don't know people that will waste productive time to take a survey. If they could do it while they waited for their receipt maybe...

As you know we are not fans of a satisfaction survey.  When you ask if people are "satisfied" they have nothing at risk so the answer is a low value.

The Customer Aggravation Index: Predicting Customer Loyalty Without Surveys | Business Finance:

'via Blog this'

Getting the information is the first step... than you need to use it to improve!

Transforming the way people share feedback and how organizations use it!

A New Look at Comment Cards

I was just online and found this article. It's 12 years old but I don't think most companies have learned these great concepts about comment cards.

A New Look at Comment Cards

The only part I don't agree with is near the end they are seeing comment cards as these "paper" things that are handled. That is old school!  It's time for organizations to use technology to gather and tabulate it all!

Great information and ideas!

Transforming the way customer share feedback and how organizations use it!

Comment Card - Length Matters!

I'm going to skip the joke... it's too easy.

When it comes to feedback length is a critical factor.

No more comment cards!

A few years ago I stayed at a casino in Las Vegas and when I returned home I got a call and they said they wanted me to take a "Satisfaction Survey".  As a student of customer service and customer feedback I said sure.

After 20 minutes and them asking me way too many personal questions I ended the survey.

In all honesty it was not a satisfaction survey... it was a survey that marketing department had hijacked and turned into satisfaction, demographics and buying behavior.

I'm often asked how can we get our customers to provide feedback?  Make it easy to provide and make the survey brief.

A friend shared that he started taking a satisfaction survey online recently and after I while he noticed that it showed "50% Complete".  As soon as he noticed that he just logged off.

If you want to know about the customers experience limit your questions to the 5-10 that matter.  If you want to ask more than that organize a focus group or tell people that you are doing market research.

This is one place where shorter is better!

Transforming the way customers share feedback and how organizations use it!

Hotel Comment Cards

I could not resist this one!

I really like the idea and the execution.  The challenge I have is I don't think that it's a very good tool for measuring customer satisfaction.

This is from Personality Hotels and this is what they use.  They give guests an opportunity to share their "personality".  They are great for the web site and maybe to post around the hotel but does it provide us actionable information?  Can I share this with the team so they can improve?

From a creative perspective and connection to the company name I really like it!

I think that it's fun and could be a good tool to use with a real customer satisfaction survey.

Transforming the way customers share feedback and organizations use it!