 OUR TAKE -
Incredulous Customer Feedback
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I contend that for a nation to try to tax itself into prosperity is like a man standing in a bucket and trying to lift himself up by the handle.
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Winston Churchill
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Two comments from my thoughts about credible surveys (or more accurately incredulous surveys) are worth sharing today. The stories send a strong and serious message to anyone looking for customer feedback. I imagine many of you have the same first hand experiences.
"The most irritating 'survey' is when you buy a new car and everyone at the dealership tells you the survey is coming and begs you not to put anything other than the very best rating or it will reflect badly on all of them. Please let them 'fix' the issue - no negative remarks on the survey!! Then you see them proclaim how highly rated their customer satisfaction is. Consequently, I refuse to waste my time with any of these as they are obviously not interested in any real or constructive feedback. It's really just another kind of scam and, unfortunately, it doesn't affect just the auto industry."
It seems most organizations that actively market extraordinarily high customer satisfaction scores are those doing the most to "game" the system. And, by 'gaming the system,' they may be blind to real customer input. Do you agree?
Oh, I promised you two comments. Well, you will have to wait until the next edition for more comments. That's my take. What's your take?
Gary Lemke, Publisher
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