The danger of survey scores

We’ve all been through an experience where a salesperson pressures you into giving them a “10” on a survey. This is the classic car dealership approach. And now AT&T stores are doing it too. A few weeks ago I went into an AT&T store to get a new phone. My...

The “voice” that must be heeded

I’ve taken a fair number of surveys in my life but despite taking time to offer my opinions about how a company is performing, only about 1% of those companies has ever shared how that information was used. Here’s how you can stand out from the competition and get...

Surveys: how to keep it simple

I picked up this survey at a local restaurant because I was impressed with its simplicity. I’m a fan of well-designed, brief, yet specific surveys. (I notice every survey that I can – inside stores, restaurants and such.) I like the simplicity in this survey – it...

The focus on Customer Experience grows

According to a Forrester study, “Customer Experience Spending Intensifies in 2008,” more than 80% of study participants say that improving the usefulness and ease of use of their Web sites (online experience) is more important this year than in the past....