You know the ones I’m talking about. You buy something, or use a service, and not long afterwards a survey appears in your email asking for comments about your experience.
“We want to hear from you!,” or “Let us know about your experience with x,y, or z product or service.”
I typically make an attempt to respond to these surveys, hoping that the company’s might actually pay attention to critical feedback.
But here comes one of my pet peeves: About half the time, these poorly worded surveys include questions with multiple choice answers that simply don’t apply to my experience. When that happens, often with a poorly thought out force-choice question, I just leave that question blank.
And then it happens.
An error message appears sending me back to the unanswered question with a “slap on the wrist” kind of message.
“A response is required,” one of these snapped at me this afternoon.
Oh, really? Required? You’ve got to be kidding. Here I go out of my way to answer at least a dozen questions, and you tell me that a response is “required” to the one I declined to answer? Seriously?
A response is required, you say? My answer is simple. D-E-L-E-T-E.
This happens far too often. Take note, marketing execs. You’re losing customer goodwill every time.
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Totally agree. I also feel if you DO respond, you start getting a lot of junk mail and phone calls !~
Mark these “requests” as SPAM and sooner or later they will disappear from people’s inboxes.
I find answering the Longs one they later will send you a $4.00 off coupon on your next purchase (no min required amount charged). Since I shop there already it’s a nice deal.
I have the Zipster app at Zippys and often order online for pickup on my way home to North Shore. Recently I was informed at pickup that they had run out of Onion Rings and that my account was not charged for the onion rings. The next day I received the normal follow up survey and I let them no how bummed I was that I did not receive my onion rings and how does one run out of frozen onion rings and they should make sure their purchasing dept be made aware of this issue. The next day I had an email from Zippys letting me know they were truly sorry for their onion ring shortage and would be sending me a $10 voucher. A week later I received the $10 voucher . I really appreciated that they were reading reviews and the follow up was awesome. By the way Zippys onion rings are really good and the portion size is huge.
Not a fan of these surveys. I do usually complete them because I also hope someone might be listening. My biggest nemesis at the moment is Bank of Hawaii. They always want to know about my customer experience but never care that they are almost never helpful.