Comments on: Why do customer satisfaction surveys ask such stupid questions http://www.winextra.com/2008/03/29/why-do-customer-satisfaction-surveys-ask-such-stupid-questions/ aka Steve Hodson - a cranky old fart wandering the internet causing mayhem as he goes Sat, 06 Sep 2008 06:32:55 +0000 http://wordpress.org/?v=2.6.1 By: Ian Kennedy http://www.winextra.com/2008/03/29/why-do-customer-satisfaction-surveys-ask-such-stupid-questions/#comment-72767 Ian Kennedy Mon, 31 Mar 2008 09:03:41 +0000 http://www.winextra.com/2008/03/29/why-do-customer-satisfaction-surveys-ask-such-stupid-questions/#comment-72767 Oops. Their intentions are good but execution clearly failed here. I'm passing this one on to the folks that help us out in Customer Care. We clearly need to do better here. Oops. Their intentions are good but execution clearly failed here. I'm passing this one on to the folks that help us out in Customer Care. We clearly need to do better here.

]]> By: toddmck http://www.winextra.com/2008/03/29/why-do-customer-satisfaction-surveys-ask-such-stupid-questions/#comment-72768 toddmck Sat, 29 Mar 2008 19:50:34 +0000 http://www.winextra.com/2008/03/29/why-do-customer-satisfaction-surveys-ask-such-stupid-questions/#comment-72768 Having lived inside a "metrics driven" organization for a while, I've kind of got a universal translator for these things. The survey your pointing out is all directed at the customer care person, and each of the items is a number that rolls into their performance review. Where it really gets fun is when the survey is cross-organization.<br><br>I read these as:<br>Ding person who created website - 3<br>Kudos guy I talked to on helpdesk - 9<br>Ding person who created survey -2<br>Ding CEO (if possible) - 1<br>Kudos people who keep infrastructure up - 8<br><br>Of course, in this case it's simply "thumbs up, thumbs down" on the person you talked to - all 10s, all 3s, whatever. Unless you have a specific gripe. Those form statistical anomalies. That's gold as far as management is concerned. It will be discussed in performance appraisal, if there are enough of the same.<br><br>All in all, though, you're right about the questions. Plain english beats manager speak any day.<br><br>toddmck missed point of my post and went off on tangent - 2<br>toddmck was generally pleasant and tried to add to conversation - 8<br>toddmck explained stuff I already knew - 1 Having lived inside a “metrics driven” organization for a while, I've kind of got a universal translator for these things. The survey your pointing out is all directed at the customer care person, and each of the items is a number that rolls into their performance review. Where it really gets fun is when the survey is cross-organization.

I read these as:
Ding person who created website - 3
Kudos guy I talked to on helpdesk - 9
Ding person who created survey -2
Ding CEO (if possible) - 1
Kudos people who keep infrastructure up - 8

Of course, in this case it's simply “thumbs up, thumbs down” on the person you talked to - all 10s, all 3s, whatever. Unless you have a specific gripe. Those form statistical anomalies. That's gold as far as management is concerned. It will be discussed in performance appraisal, if there are enough of the same.

All in all, though, you're right about the questions. Plain english beats manager speak any day.

toddmck missed point of my post and went off on tangent - 2
toddmck was generally pleasant and tried to add to conversation - 8
toddmck explained stuff I already knew - 1

]]> By: Arni http://www.winextra.com/2008/03/29/why-do-customer-satisfaction-surveys-ask-such-stupid-questions/#comment-72769 Arni Sat, 29 Mar 2008 19:30:00 +0000 http://www.winextra.com/2008/03/29/why-do-customer-satisfaction-surveys-ask-such-stupid-questions/#comment-72769 Met my expecations (Spelling error) ?<br><br>They sure as hell don't value you as a customer (heck, it wouldn't be corporate if there were such horrible things as emotions or feelings involved)<br><br>And how badly can you screw that up?? Oh ye of little faith. There are no limits to human ineptitude... especially in IT and Tech Support :D<br><br>I hate these surveys though... agree with you there. I wish there were a question: "How do you rate this survey" in more surveys.. I usually rate 0 there :D Met my expecations (Spelling error) ?

They sure as hell don't value you as a customer (heck, it wouldn't be corporate if there were such horrible things as emotions or feelings involved)

And how badly can you screw that up?? Oh ye of little faith. There are no limits to human ineptitude… especially in IT and Tech Support :D

I hate these surveys though… agree with you there. I wish there were a question: “How do you rate this survey” in more surveys.. I usually rate 0 there :D

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