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As I've aged I've gained patience, not lost it. Why? Because in general I believe humans suck and have come to the realization of expectation of people around me. I'm less stressed, more tolerant, and know when to just turn around and walk away.
Surveys. It seems every time I call a business, I am asked if I would agree to taking a survey at the end of the phone call. Good grief. Do these surveys really have any impact on the business?
And sometimes after doing business, a few days later receiving a survey in the mail.
Surveys. It seems every time I call a business, I am asked if I would agree to taking a survey at the end of the phone call. Good grief. Do these surveys really have any impact on the business?
And sometimes after doing business, a few days later receiving a survey in the mail.
Are these really helping?
They're not helping you and I.
Many large businesses adopt process improvement programs like TQM (Total Quality Management) and Six Sigma. Since the stated goal of process improvement is to improve the customer experience, naturally the customer has to be relentlessly surveyed to determine if it's working.
In reality, these programs are used internally to determine if a business unit or franchise is meeting certain goals. It has little to do with actually improving things for the customer.
I get surveys from every company/organization I use, from my health care provider to the YMCA to the dealership that repairs my vehicle. I am endlessly exhorted to return the survey, giving the company the highest ratings. No one cares what my customer experience actually was. They just want that five-star rating.
This is in stark contrast to other companies who've actively recruited me and in some cases paid me for my time to give feedback about their products and services. Giving feedback that will be used to improve a product is worthwhile. Participating in a sham so a business unit can improve its numbers with the parent company is not.
* People on food stamps/SNAP/EBT putting their purchases into a nice new Tahoe with 22" rims
No joke, my son used to have to do this when he was a bagboy at a grocery store....big huge woman (hadn't missed any meals or had to skimp on portions, for sure) was always coming in, buying about $400 worth of groceries with food stamps, and he would load them into the back of a nice black Cadillac Escalade.
Surveys. It seems every time I call a business, I am asked if I would agree to taking a survey at the end of the phone call. Good grief. Do these surveys really have any impact on the business?
And sometimes after doing business, a few days later receiving a survey in the mail.
Are these really helping?
Although the surveys they get you a good coupon or a gift certificate might be worth tolerating.
It's nice that you are so tolerant and patient. However, I question whether people who are inconsiderate of others should get a pass just because they are old. And it is highly inconsiderate to pull out a checkbook only after the total is rung up. (Why someone would still be paying by check in this day and age is another discussion, but at least have the check mostly written by the time the total comes up.)
It is much more annoying to me when someone is at the grocery store and they scroll through their smartphones to get discounts or coupons or whatever they's re looking for. I promise you that it takes more time for them to do that than it does for me to just fill in the amount on the check. (Yes, I do write checks, but everything is filled out EXCEPT for the amount before the order is totaled.)
Surveys. It seems every time I call a business, I am asked if I would agree to taking a survey at the end of the phone call. Good grief. Do these surveys really have any impact on the business?
And sometimes after doing business, a few days later receiving a survey in the mail.
Are these really helping?
If I'm in the mood, I ask them how much they're prepared to pay me for contributing to their performance assessment process. But usually I just say no (if it's a phone call) or file it in the round bin (if it's mail).
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