Survey says: no one is listening
It's gotten ridiculous, this constant surveying. The moment I land on a website, a pop-up appears, asking "How are we doing?" Well, I mean, you've annoyed me, so if that was your objective, dude, you're doing great!
Checkers at the bank and big box stores routinely spend more time explaining to me how to rate their service by going on a certain website and registering to vote than in performing their actual function. And I'm always left wondering what constitutes above-average service these days.
Again, you did ring up my groceries, and/or took my deposit. Nothing has exploded or backfired so far. So, again, I guess you did great. And thanks for taking up even more of my time asking for feedback! Sheesh.
Customer service, do you read me?
When you really do need to report bad service, a bad product or bad behavior — that's when you see the other side of these chipper questions. I had to call to follow up on a recent online filing — turns out, no one is really assigned to actually receive the feedback. Surprise.
I have filled out so many Customer Satisfaction reports in agonizing detail, only to hear nothing from the company — big companies like #KitchenAid and #AMC Theaters.
I am desperately trying to save a local cinema from its rapid decline, but after carefully reporting on numerous infractions and inconveniences after a particularly awful movie night, I received this heartfelt response: "We will look into it." Awesome. I feel so listened to.
One million years ago, I read a study that showed that retaining one customer is easier than getting 99 new ones. That companies should value customer feedback because it actually shows the way back into their hearts.
What went wrong?
Beyond Her always listens. When we heard people valued our Texas-based designs, we upped the selection. For people who live in, or just love, Texas — we've got the answers!
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