 OUR TAKE -
Credible Surveys
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 | Accelerate Call Center Performance
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| Lasting Impressions:
Never let the future disturb you. You will meet it, if you have to, with the same weapons of reason which today arm you against the present.
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Marcus Aurelius Antoninus (121 AD - 180 AD)
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Today, I want to share another reason why many are reluctant to provide customer feedback. The request lacks credibility.
One reader wrote, "I often receive an email survey from the president asking me about my experience. I wonder if the president reads my feedback or even if anyone does."
Another wrote, "One thing that really turns me off is the e-commerce sites that link with BizRate or similar services to supposedly gather customer feedback. I have been suckered into clicking on the feedback button and always feel used -- especially when they end the survey by presenting a 'special offer' in gratitude for participation that inevitably lead to payments down the line, or a deluge of spam. The end result is, I avoid all such online customer feedback requests."
Have the practices of some firms caused your survey programs to lose credibility? What can you do about it? That's my take. What's your take?
Gary Lemke, Publisher
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As of 3:59 p.m. on 4/13/09 |
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