When I first started receiving surveys, I was flattered that anyone so deeply cared about my opinion. I knew it was all marketing, but still believed that these companies were interested in improving their products, services, or at the very least their customer service. I have a background in sales and marketing so I bought in. It’s logical …take it to the people. Let’s improve by giving them what they want.
My very first survey was a one page, ten question document that arrived via snail mail. There was a dollar bill taped to a very gracious thank you note, along with a stamped return envelope. I was nearly giddy that someone cared so much about my opinion…about me. I gave consideration to my answers and was careful to write in legible cursive.
Fast forward several years. Today I can’t purchase any item online without Survey Monkey popping up on my screen. Yet I have every pop-up blocker available. The questions are redundant. I answered the first dozen questionnaires and my answers were consistent. I find myself screaming at my computer screen, “You asked me this last week, dammit…I already told you! Hello? Anybody reading these? You don’t like my answers? Then stop asking me nimrod.”
The very worst offender is my cable provider who, I’m convinced, has a whole department dedicated to pissing off the customer by inundating them with email surveys, phone surveys, and old fashioned snail mail surveys, sans the dollar bill and stamped return envelope. Fact is, they repeatedly overbill me, and can’t provide the services they promised me, and when I do need a technician, seems he can’t fix what’s broken and they have to send another tech and this sets up another argument with billing. Yet the recording asks, “How would you rate your service today on a scale of 1-10 “Minus ten” I answer. “I’m sorry, we didn’t understand. Please use the numbers on your keypad.”
No matter how poorly I rate them, nothing changes. I can’t switch providers because there are none available to me. After complaining about a particularly inept technician, they sent the same tech to fix the problem he couldn’t fix in the first place. But my phone rang just after he left, “Hello,” the recording said sweetly. “We’re conducting a survey regarding your latest service call. Your opinion is important to us.” Right…
That blatant lie has transformed giddy into rage. I don’t answer surveys anymore. It’s another good idea gone amuck by overuse. Hey, listen up corporate America! If your sales are declining, instead of scratching your head, READ the surveys. But I suspect, after all these many years of soliciting my opinion, that you don’t give a damn what I think.
Care to share a survey story?
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