Customer Satisfaction Surveys
Discussion
I'm getting exhausted by online customer satisfaction surveys. I know they are optional but my nature compels me to respond to them.
I bought a few bars of soap from John Lewis that got delivered to my local Waitrose via click and collect.
This morning I received a link to a 10 page survey with multiple questions per page, often involving "How does bla bla make you feel" with 5 choices from strongly agree to strongly disagree. It's a few bars of soap ffs.
Plus the email address looked a bit spammy "Maru/edr" which isn't good from John Lewis.
I bought a few bars of soap from John Lewis that got delivered to my local Waitrose via click and collect.
This morning I received a link to a 10 page survey with multiple questions per page, often involving "How does bla bla make you feel" with 5 choices from strongly agree to strongly disagree. It's a few bars of soap ffs.
Plus the email address looked a bit spammy "Maru/edr" which isn't good from John Lewis.
Unless there's some incentive for me e.g. entry into a prize draw, Tesco points, etc. then I don't bother unless I've really got something I want to say usually because either someone has gone above and beyond or they've really failed to meet expectations.
I always do the NHS ones after an appointment though, seems to be having a positive effect at the hospital clinic I attend from time to time.
I always do the NHS ones after an appointment though, seems to be having a positive effect at the hospital clinic I attend from time to time.
WolfAir said:
Oh the irony.
I used to be like you, I used to enjoy doing surveys but now with every site trying to find out my opinion on some rubbish has sapped the fun out it. I just ignore them now
I find that they can be an amusing way to pass the time whilst inevitably waiting for my wife to be ready to go somewhere, or whilst I'm conducting important mid-morning business.
My review for a packet of 20 titanium tipped self tapping screws was the number 1 review for that product on the Homebase website, OK it was the only review.
I do tend to review smaller, independent places more often than larger places, because generally they offer an incentive to do so, 10% off when you complete this review, or similar, although if it isn't going to be a good review, I won't be going back anyway.
My review for a packet of 20 titanium tipped self tapping screws was the number 1 review for that product on the Homebase website, OK it was the only review.
I do tend to review smaller, independent places more often than larger places, because generally they offer an incentive to do so, 10% off when you complete this review, or similar, although if it isn't going to be a good review, I won't be going back anyway.
surveyor said:
There is only one question worth asking.
Would you buy/come back again?
anything other than that is pure fluff.
There is another theory that says the only question worth asking is "would you recommend this <thing> to someone else". Then lots of stuff follows about interpreting it. Google "Net Promoter score".Would you buy/come back again?
anything other than that is pure fluff.
WolfAir said:
Oh the irony.
I used to be like you, I used to enjoy doing surveys but now with every site trying to find out my opinion on some rubbish has sapped the fun out it. I just ignore them now
Sheets Tabuer said:
I'm so bored I did the survey.Sheets Tabuer said:
Sheets Tabuer said:
Eagerly awaiting the results of the survey.My company is currently running a public survey for a local authority about changes that are needed to be made to the local waste and recycling services.
The changes have not yet been defined, only the numerous options and the intent of the survey is to establish what combination of services are most needed and most preferred by the public. The intent is very genuine.
The reaction to the survey is downright disgusting by most of the people approached. "Waste of time" "Bugger off" "Not interested" are some of the more polite responses we get.
So, when the council makes its decision based upon only a handful of responses from the public and the new services are not received favourably, they'll get no end of abuse from the same people who refused to take part in the survey asking why they weren't consulted.
That said, the vast majority of surveys can be done over no more than five questions that takes a minute to complete. There is an art to writing survey questions and science to interpreting the answers. My go-to example on this is F1;
Years ago, a fan survey asked what fans wanted from F1. "More overtaking" was the resounding answer. The result of this was DRS - artificial overtaking, not what the fans wanted at all. The wrong questions was asked. It should have been "what could be done to improve F1" - the answer to which would have been "reduce the dependancy on aero". Aero efficiency would have been reduced and overtaking would have been increased (in theory).
The changes have not yet been defined, only the numerous options and the intent of the survey is to establish what combination of services are most needed and most preferred by the public. The intent is very genuine.
The reaction to the survey is downright disgusting by most of the people approached. "Waste of time" "Bugger off" "Not interested" are some of the more polite responses we get.
So, when the council makes its decision based upon only a handful of responses from the public and the new services are not received favourably, they'll get no end of abuse from the same people who refused to take part in the survey asking why they weren't consulted.
That said, the vast majority of surveys can be done over no more than five questions that takes a minute to complete. There is an art to writing survey questions and science to interpreting the answers. My go-to example on this is F1;
Years ago, a fan survey asked what fans wanted from F1. "More overtaking" was the resounding answer. The result of this was DRS - artificial overtaking, not what the fans wanted at all. The wrong questions was asked. It should have been "what could be done to improve F1" - the answer to which would have been "reduce the dependancy on aero". Aero efficiency would have been reduced and overtaking would have been increased (in theory).
Pints said:
Sheets Tabuer said:
Eagerly awaiting the results of the survey.
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