Recently, I spent money with an organization. It was a good experience and one I would recommend to others.
Then I got home and received an email asking me to fill out a survey.
I can't do it! I've got survey-fatigue. Filling out surveys maybe good for the organization, but they aren't a good use of my time.
I understand that in today's world, best experience wins, but the request for my time to fill out a survey actually hurts my experience with the organization. Furthermore, I know that the longer the survey and the more personal information requested, the business is actually gleaning more information about me for marketing to me. The trust factor takes a hit.
If I have had a negative experience with an organization, they will hear from me. How they respond will determine if I return or how I share my experience with others including via social media.
If the business really wants me to return as a customer, forget SurveyMonkey, eServ or Murvey. I suggest asking no more than three open ended questions about my experience before I leave the premises.
Finally, reward me for taking my time to answer the questions. After all I just spent money with you! Give me a coupon for a discount to entice my return.
Before you leave this post, please take my survey.
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