Customer Satisfaction Surveys

[cardsfansince82]

It's a good thing that companies give you a mechanism to provide feedback and report problems. However, it is absolute horse [expletive] to make your employees' compensation in any way dependent on convincing people to fill them out. It's such a crappy environment and experience for both the employee and the customer when the employee brings up some stupid survey 5-6 times during a five minute interaction. It's obvious there is money on the line, but that's not my problem.

My car dealership is the worst about it. They remind you over and over to do it. God forbid you forget to do it, because they can tell you didn't the next time you go in and it becomes some [expletive] passive aggressive interaction. Oh, I'm sorry I didn't identify your email among all the other junk and then take fifteen minutes of my time to fill it out. You don't give me any incentive to do so, so why should I bother? I really don't care if Phil the slick talking service advisor gets an extra $2.50 on his next paycheck or not. If it's so [expletive] important then give me the ability to fill it out right there.

[jim]

I just took a Nielsen survey because they said they would give me $10. They alerted me to it by sending me $1 in the mail. Hey - keep the dollars coming suckers! I'll click random buttons for a couple of bucks. Lots of damn questions, it took a little while to finish, and that was without reading the questions. But hey - it was more than worth $10.

[Jocephus]

the guy i bought my truck from (a large toyota dealer) scolded me in person when i didn't give him 5/5 on a survey.

[tlombard]

We didn't base pay on surveys or compliments but we used to factor in customer compliments on monthly scorecards for our reps that would give them points that they could redeem for gift certificates, longer lunch, etc. from time to time. We had to ditch the customer compliment part after a bit because it became obvious when pulling random calls to review, we realized that some reps were literally requesting that the customer send an email to their boss (giving them their boss' email address) to compliment the rep even when they did nothing but answer a single simple question. Once we found that out it was over. Nobody wants to be pestered to send a complimentary email for the simplest of transactions every time they call. We still do email surveys but take steps to make sure that our customers are contacted and asked once per year and no more. Well, once per year if they respond. If they don't respond to one, the system will try them again in six months.

[cardsfansince82]

I'm fine if they mention it once and there's something in it for me. This dealership is obsessed with it and the customer gets nothing. I just looked it up on yelp and someone said they took their car to get repaired. Whatever was supposed to be fixed wasn't because she had to go back a week later to get it done again. All the service advisor wanted to talk about was the poor feedback score.

[AWvsCBsteeeerike3]

I refuse to fill them out unless there is some form of meaningful compensation in it for me. If someone does a job above and beyond, I'll do it too. Or if someone is terrible, I'll do it then. Otherwise, I'm not going to waste my time.

[Tim]

It's a good thing that companies give you a mechanism to provide feedback and report problems. However, it is absolute horse [expletive] to make your employees' compensation in any way dependent on convincing people to fill them out. It's such a crappy environment and experience for both the employee and the customer when the employee brings up some stupid survey 5-6 times during a five minute interaction. It's obvious there is money on the line, but that's not my problem.

My car dealership is the worst about it. They remind you over and over to do it. God forbid you forget to do it, because they can tell you didn't the next time you go in and it becomes some [expletive] passive aggressive interaction. Oh, I'm sorry I didn't identify your email among all the other junk and then take fifteen minutes of my time to fill it out. You don't give me any incentive to do so, so why should I bother? I really don't care if Phil the slick talking service advisor gets an extra $2.50 on his next paycheck or not. If it's so [expletive] important then give me the ability to fill it out right there.

Agreed. My wife is a pharmacist and her bonus is tied into these surveys. Of course, only the opiate junkies and adderall-heads fill them out when she refuses to fill their Xanax early.

[lukethedrifter]

The guy who fixed my brand new Maytag- great guy- practically begged me to fill it out. I forgot.

[Bo Hart]

My buddy is a manager at an AT&T store. One time when I went to see him, he was just finishing up with a customer. He told her, "okay, please fill out this survey when you're finished. Remember, if you rate me anything lower than a 10 [out of 10], it's considered a negative review." What the ****!? Either AT&T has a ridiculous score system, or he lied to her to get a good review. Either way, it's sad that he had to have that conversation at all.

The worst part about most of these surveys is how generic they are. These corporations must waste millions of dollars to fund garbage like this. It all is just a colossal joke.

[Transmogrified Tiger]

My buddy is a manager at an AT&T store. One time when I went to see him, he was just finishing up with a customer. He told her, "okay, please fill out this survey when you're finished. Remember, if you rate me anything lower than a 10 [out of 10], it's considered a negative review." What the ****!? Either AT&T has a ridiculous score system, or he lied to her to get a good review. Either way, it's sad that he had to have that conversation at all.

The worst part about most of these surveys is how generic they are. These corporations must waste millions of dollars to fund garbage like this. It all is just a colossal joke.

I was going to make a similar post either, but that experience pretty standard for retail. I had an internship at a Sears store and anything less than 9s and 10s out of 10 on any of the 2941235 questions on the survey would not count as a positive review for that employee. Even the stuff that has nothing to do with the customer service like questions about pricing.