Please Fill In Our Short Survey. WHY!!!!

russellsnr

russellsnr

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Russell
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Why is it when you buy online you get the email 'Please fill in our short survey or How did we do?'
If you are unhappy with a purchase you tell them if your happy why do you need to fill in a survey?
Russ.
 
Because
  1. telling them you are happy gives them testimonials of how great they are ("over 20 5 * reviews!")
  2. many people who don't like something they did don't tell them - they just don't shop again
  3. it's really easy to do and allows them to pretend it's engagement
 
The waitron training manual suggests waiting until as many members of a group have their mouths full before asking that question!

If the query is actually directly from the establishment rather than from something like trust pilot, I might answer it but the agency type surveys get ignored.
 
I don’t bother with these, it’s free customers surveys for the firm, you want my opinion it’ll cost you, waiter questions, if food in my mouth I just lift my to suggest wait and when I can I’ll tell them “if wasn't good, you’d know by now”, regular visited places don’t bother us now during meals.
 
Out of interest, all these people saying "I never bother with these"....
  1. Do you run your own business?
  2. Do you have customer satisfaction surveys?
  3. If you don't, how do you collect feedback to know if you're doing a good job?
 
JonathanRyan said:
Out of interest, all these people saying "I never bother with these"....
  1. Do you run your own business?
  2. Do you have customer satisfaction surveys?
  3. If you don't, how do you collect feedback to know if you're doing a good job?
Click to expand...
1. No.
2. Last employer did have a voluntary survey.
3. Repeat customers meant I was doing something right. And the odd pint served to me in the pub from ‘the guy down the bar sent this’.
 
JonathanRyan said:
Out of interest, all these people saying "I never bother with these"....
  1. Do you run your own business?
  2. Do you have customer satisfaction surveys?
  3. If you don't, how do you collect feedback to know if you're doing a good job?
Click to expand...
These surveys are all a load of rubbish.

I buy a pen from you (as an example) you provide that pen. What should I give you as a review. Your job was to provide that pen so it certainly isn't 5 stars. If I wasn't happy with the pen I would tell you direct not to some outsourced survey company.
 
Graham W said:
It's a bit like when dining out and just as you're about to take another mouthfull the server jumps out and asks "Is everything OK with your meal?"
My usual reply is "If it wasn't you'd now be wearing it!"

That last bit may or may not be true.
Click to expand...
I always stop dead, sniff the food and ask "Why, what's wrong with it?" this usually get them worried.
 
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