Too Many Customer Satisfaction Surveys!

[Deleted]

Are you getting a lot of these lately?  In the last week, I've gotten:

1.  Two from FitBit.com asking for my opinion of how they resolved a technical issue.  (They'd had to comply with 2 requests I'd sent.)

2.  One from Delta asking about my flight home last week.  I was very annoyed that it was sent to me work e-mail; I NEVER provide that to merchants.  The corporate travel agency must have had that in my record.

3.  Two from hotels DH and I stayed in while traveling to/from and attending a family wedding 2 weeks ago.

I ignored them all.  You give me money, miles or points, or you don't get my opinion.  I was wondering about the apparent conflict with that, and the fact that in the last week I also uploaded 4 hotel reviews and one restaurant review to Tripadvisor.com which, of course, pays nothing.  It makes a huge difference to me that my TA reviews are open to the public.  I can warn them off a place that had shortcomings (at least if we consider the same things important- not always true) or give positive publicity to a great, lesser-known place so other people will take a chance on it.  I can look at my reviews (all 133 of them!) and enjoy the pictures and it's almost like having a travel blog.  If all I do is fill in some silly on-line form for the business itself, they can ignore the complaints, mislead with the positives, and no other consumer benefits.  And I never get the results.  Did others feel like me?  Was I being picky?  Was I being too tolerant? 

Do you get a lot of these requests?

 

[justme]

I get a fair amount of them. Just got a second email about a stay that's now two weeks ago. I'd probably do them if they gave me a couple rewards points for doing them. Otherwise I don't see the upside for me.

[zibazinski]

I'm getting way too many. Listen, if I didn't like your place, I wouldn't come back. Enough said. I didn't give you my email for you to bombard me with your stupid stuff.

[The Walk of the Penguin Mich]

It seems like every time someone gives a service, I get a survey asking how they did. Every single flight that I have taken where I have needed h/c assistance in the last 2 years I've gotten a survey. Hell, I got a survey asking about my hospital stay in KY, where I received some of the worst service in my life! I answered that one, but doubt it did any good.

If I make a phone call to get help and they ask if I'll take a survey, I'll say yes and hang up. I've quit doing 'em.

[Deleted]

 If you find yourself volunteering for pointless tasks... you didn't spend enough time in boot camp.

[Blonde Granny]

It seems every department store and restaurant is shoving the reciept at me saying : just go to this website yada yada, and you might win a shopping spree. 

Sorry, the only thing to win is getting my email address passed around to a bunch of other companies. 

[Deleted]

Nov 12, 2013 7:57:06 GMT -5 Blonde Granny said:

It seems every department store and restaurant is shoving the reciept at me saying : just go to this website yada yada, and you might win a shopping spree. 

I had dinner in a restaurant in India once- it was attached to my hotel.  Lovely buffet- I was always in heaven when it came to meals in India.  Anyway, the waiter gave me a survey to fill out.  I filled it out, raving about the quality of the food and the good service but saying that the price was steep given the LCOL in the area.  (And yes, I'm aware that part of that is the cost of things we take for granted in the US, like sanitary water and a reliable supply of power to keep the food hot or cold as needed so I don't get sick.) 

The waiter must have handed it to the manager immediately because on the way out the manager confronted me and said that I'd pay that much for the meal in London or NYC.  Well, yeah, but I was in Delhi. 

And THAT went into my TripAdvisor review.

[NomoreDramaQ1015]

I get them AT WORK!   The last one asked me "Do you feel you have enough time in the day to complete your work?"  Too bad it was yes/no because I wanted to reply "No because I have to take time to answer all these surveys!"



I started deleting them. I want to know who on campus has so much time on their hands they can create endless customer service surveys?

[skubikky]

Nov 12, 2013 8:04:51 GMT -5 @athena53 said:

Nov 12, 2013 7:57:06 GMT -5 Blonde Granny said:

It seems every department store and restaurant is shoving the reciept at me saying : just go to this website yada yada, and you might win a shopping spree. 

I had dinner in a restaurant in India once- it was attached to my hotel.  Lovely buffet- I was always in heaven when it came to meals in India.  Anyway, the waiter gave me a survey to fill out.  I filled it out, raving about the quality of the food and the good service but saying that the price was steep given the LCOL in the area.  (And yes, I'm aware that part of that is the cost of things we take for granted in the US, like sanitary water and a reliable supply of power to keep the food hot or cold as needed so I don't get sick.) 

The waiter must have handed it to the manager immediately because on the way out the manager confronted me and said that I'd pay that much for the meal in London or NYC.  Well, yeah, but I was in Delhi. 

And you wonder where the notion of the ugly American comes from/

[bean29]

I agree with Mich, If they ask me to do a phone survey, I say yes and hang up before I get to it, b/c I think they handle your call faster if they think you will review them.

I recently was asked to compete a survey for an on-line purchase.  I started to do it but it seemed to be asking me the same questions over and over.  I am sorry but if you are placing and order and have not received the product yet, how in the world can you legitiamately review the vendor?

I do think they are looking for positive reviews to justify/legitamize them and they may not be legit.  The disturbing thing was it looked like a third party was doing the survey/providing the gift.  I turned it down but it kept asking me to do it to get my free gift.

One has to wonder what do they get out of doing so many surveys.  I do think they mine for positives and ignore the negatives.  How in the world can you survey all customers every day and deal with the results?  It is hard to beleive it is used to that level.

[NomoreDramaQ1015]

DH got a survey call from Alegent after he used one of their doctors.  He got pissed because he gave his answer and she wouldn't accept it.  He finally asked her why on earth are you asking me to answer honestly if you only want to hear what you think is the right answer and hung up. 

[Deleted]

Nov 12, 2013 11:12:59 GMT -5 NomoreDramaQ1015 said:

DH got a survey call from Alegent after he used one of their doctors.  He got pissed because he gave his answer and she wouldn't accept it.  He finally asked her why on earth are you asking me to answer honestly if you only want to hear what you think is the right answer and hung up. 

I once got an on-line survey from a vendor providing services to my company.  If you rated an aspect of their service as anything other than "Excellent" or "Very Good", you had to fill in a text box to explain why.  I told them that was a really biased survey- people would check "Excelent" or "Very Good" just so they weren't compelled to add comments.  They were not happy when I refused to fill it out.

[Deleted]

Nov 12, 2013 10:54:28 GMT -5 skubikky said:

And you wonder where the notion of the ugly American comes from

I was very polite and I didn't just retort that I was in Delhi. My point was that they were not paying their waiters and other staff NY or London rates, nor were their rents at that level, so telling me that what they were charging was reasonable because it would cost that in NYC or London didn't make sense.

And I found it extremely shoddy for a manager to confront me unexpectedly and challenge my opinion on a survey. Kinda made me want to never fill one out again.

[NomoreDramaQ1015]

I still don't get what he was supposed to say because even if he said excellent they wanted examples.  He saw this doctor once to get an amoxicillin script it isn't like she performed live saving surgery.  WTF was he supposed to say?
 

[sesfw]

Quite a few years ago I took DH to ER and we waited more than 4 hours before being seen by anyone, and the waiting room had only 2 other people in it, both there before we got there.

They sent a survey to me and I answered honestly.  I guess I was one of many unhappy patients because within a year the whole ER was revamped.  The requirement was to be seen within 30 minutes by medical staff or they sent some kind of gift card to you.  Next time I took DH there we were seen at about 32 minutes and the place was packed.  We were sent a gift card but I don't remember from where.

I will take the surveys.  If I have something not nice to say I'll say it, just to add my complaint to the pile.  Big enough pile and something usually gets done.

[Sam_2.0]

We use them at work for our customers. It's done by a 3rd party vendor from a random sampling of customers that have contacted us recently. They are given the option to have a manager review their contact and call them back if they did not get the resolution they had desired, but the actual survey results are not sent back with that. I know we do look at all the comments and make changes where we can, but you can't make everyone happy.

[Sam_2.0]

I was really pissed though to get one of these three or four days after having Aubree. Some guy called and just kept peppering me with questions. I should have just hung up but wasn't in the right state of mind to do that. DH came home to me just holding the phone and crying. Seriously - at least screen a bit before you make random calls like that!!

[bean29]

Nov 12, 2013 14:02:24 GMT -5 Sam_2.0 said:

I was really pissed though to get one of these three or four days after having Aubree. Some guy called and just kept peppering me with questions. I should have just hung up but wasn't in the right state of mind to do that. DH came home to me just holding the phone and crying. Seriously - at least screen a bit before you make random calls like that!!

  Sam, I am sorry you experienced this.  Hope you are feeling better.  I can't immagine not struggling with some form of depression over what you experienced.  Really, they should have mental health professionals calling to see how you are doing!

[whoami]

I get them all the time.

I fill them out only if I have a legitimate bitch...or when I know if actually impacts a particular person, such as the salesman who sold me my car this summer. 

[Sam_2.0]

Thanks, bean29. I am feeling a lot better. Still some bad days, but mainly more good than bad.

[Malarky]

DH was in the local ER a couple of weeks ago for kidney stones.

They've called four times to survey his experience.

Ummm, he got better and went back to work.  If you continue to call and ask during the day, he's never going to be able to answer the question.   

I did just do a fitbit survey on facebook because I use the site all the time and I hope they listen to me.  I dislike the beta version of the new dashboard. 

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[sesfw]