How do customers feel about being asked to complete a survey?

[DubbleT]

Originally Posted by DanielAvery

What bugs me the most about this trend is that I doubt the higher-ups really care if my biscuit was overcooked or if the music was too loud in the store. They're most likely trying to get customers to fill them in on what's going on in their business....which is something they ought to be learning on their own by communicating with their employees and visiting the locations on a regular basis. It's "lazy managing". They can sit in their offices and read stuff on a computer that may (but usually may not) represent what's going on in their day-to-day operations. If the management is relying too heavily on surveys to gauge the temperature in their business, then they're likely also knee-deep in a "us versus them" mentality between management and store-level employees, using negative surveys as weapons against those at store level.

If the folks in charge of a company really want to identify, examine, and solve issues hurting their business, they ought to ask the employees. If you're married and your relationship is on the rocks, do you hand your spouse a survey to complete to give you feedback?

It's almost like you're pointing a finger directly at the company I work for. I wish our execs could read and heed your words.

[RogueMom]

Originally Posted by katzpaw

Unless its's a total screw-up, I always give perfect scores when rating in-store or call-center employees. Anything less than 10 is used a club against employees - even if it's a decent 9/10 they still get flak from management.

This is exactly right, and why I normally won't do them, and if I do, I give the employee a perfect score. I have been an employee on the other end of these "surveys", and usually when a customer is unhappy, it's usually not the employee directly that is at fault, it is the UPPER management that needs to be "surveyed". Notice they never ask whether the CEO is doing a good job of running the business, it's some poor underpaid underling that is taking the heat.