Surveys
It seems like everywhere you go these days they want you to take some sort of customer service survey. Whether it is something on the bottom of your Wal-Mart receipt to get online and take a customer satisfaction survey or the customer survey they throw at you with your bill at the Outback Steakhouse, it just seems like we are being bombarded by these things.
Of course it is easy to see that the kind of information that they are trying to get would be useful. This would particularly be true at the corporate level. Seeing the big picture is important in any business; and customer satisfaction is one of the biggest pictures. They don’t want to have the tail wagging the dog, right?
Of course this assumes that the results are actually getting to who needs them, and even then that they are being looked at an analyzed. Really, think about the odds in some of these situations. Is it not conceivable that a manager could weed out the bad surveys and only turn in the good ones in an effort to hide his or her poor performance? Of course many companies avoid this by outsourcing it to and outside independent company which will be totally impartial.
Comments
Leave a Reply