Friday, May 8, 2015

Customer Survey. Please STOP!

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. 

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2 comments:

Sakshi Gautam said...

I don't agree with you because customer survey is a technique that is use know about customer feedback about product and services. It helps to take right decision before launching a product or services in the market. At Go4customer, we are providing customer satisfaction survey you are want to know more please visit http://www.go4customer.com/customer-satisfaction-survey

Carrpe Diem! said...

Sakshi Gautam - I am not alone. "Levitt tells FORBES that customers of all stripes are suffering from survey fatigue. He suggests a different strategy: inviting them to provide feedback on their own terms to drive engagement, loyalty and sales. Here’s what else he told us about the current state and the future of feedback." Read http://www.forbes.com/sites/lydiadishman/2014/03/07/retailers-your-surveys-are-making-customers-suffer/