Comments on: How not to survey your customers http://www.guildquality.com/blog/2007/04/26/how-not-to-survey-your-customers/ Customer Satisfaction, Surveying, Homebuilding, Remodeling, Construction, and Real Estate Tue, 06 Jan 2009 20:27:57 +0000 http://wordpress.org/?v=2.5.1 By: Rob Faraj http://www.guildquality.com/blog/2007/04/26/how-not-to-survey-your-customers/#comment-710 Rob Faraj Tue, 01 May 2007 15:59:47 +0000 http://www.guildquality.com/blog/2007/04/26/how-not-to-survey-your-customers/#comment-710 Here's a permalink for the article from Bleat: http://www.lileks.com/bleats/archive/07/0407/042607.html This illustrates the advantage to having a third-party conduct your customer satisfaction surveying for you. Recently a friend was telling me what happened after he purchased a car from a local dealership. The salesperson handed over a similar survey note card and persuaded my friend to give all 5's because it impacted his bonus. On the guy's desk was a picture of his wife and kids, so my friend felt more than obligated to respond with 5's. Clearly the scores of 5's were not based on 100% performance. Here’s a permalink for the article from Bleat:
http://www.lileks.com/bleats/archive/07/0407/042607.html

This illustrates the advantage to having a third-party conduct your customer satisfaction surveying for you.

Recently a friend was telling me what happened after he purchased a car from a local dealership. The salesperson handed over a similar survey note card and persuaded my friend to give all 5’s because it impacted his bonus. On the guy’s desk was a picture of his wife and kids, so my friend felt more than obligated to respond with 5’s. Clearly the scores of 5’s were not based on 100% performance.

]]>