I’m sick of being interviewed after every interaction with anyone these days, be it my dentist, the airline, or Home Depot.
A few weeks ago I bought a sprayer for $5. I received an email survey from Home Depot asking how my experience was.
It changed my life: I went to the local store, found my way to the garden center, looked through the assortment and chose one. I went to the register and paid, and then I drove home. I glowed for days. It was the best big boxing in my life.
It’s worth noting that Home Depot sees value in sending out these surveys. “We want to give customers every opportunity to share their experience with us. Customers can always opt out, but by asking questions directly, even about small purchases, we can get information that will make our shopping experience more convenient and convenient,” spokesman George Lane told TechCrunch.
While businesses are hungry for feedback, I’m not the only one who’s tired of this endless stream of surveys. Pretty much everything seems to be right there with me. There is a constant onslaught of this material, and people are definitely feeling poll-weary. It seems that by constantly asking about our experience, they create a bad one.
They seem to come from everywhere: my dentist asked me after my last visit, asking how they were doing. (I’ve never had clean teeth.) Wingstop, the chicken wing chain, polls customers after every order, but at least next time the company offers you free fries in exchange for your feedback.
The idea behind this approach is well-intentioned. Companies want to know how they are doing, but when you ask again and again, people go dumb and stop paying attention. What’s worse is that in some cases it’s not clear if anyone actually cares about the survey, views it, or does anything about it, whether the feedback is positive or negative.
I recently had an experience with an airline (not the one in the image above) – those of you who follow me on social media know what I’m talking about. Bad, terrible, terribly bad experience started with the booking – and the airline sent me a survey every step of the way. Problem? He didn’t really seem to pay attention to what I was saying.
I tried to transfer online to pay extra for extra legroom. I received a message on the website that I need to call support. Do you want to talk about an easy place to reduce the volume of calls and improve my experience? How about making it easier for customers to make changes on the website. Then, when you call, a message appears telling you that you can save time by using the website. Um, yes, I’d like to.
Do you want to talk about a terrible experience? I paid extra for a replacement ticket. When I actually tried to change it, I couldn’t do it online again. I waited in anticipation for over an hour, listening to the worst music over and over again. When I finally got through, I was immediately hung up. The next day I experienced the same thing, only I managed to survive this time.
Although the customer service agent was kind enough, we were told that there were no seats on the flight we wanted to take the next day, even though we had seen the seats online. It drove me crazy. She needed to make changes and she couldn’t do it.
Oh, and by the way, the airline lost one of my bags on the way home. It’s been over two weeks and I still don’t know where he is.
All the while, the airline regularly polls me about my experience. I give them the lowest ratings with copious comments about their lousy service, but it never seems to reach the real person. Questions are asked by bots. Polls are delivered by bots. As far as I can tell, they evaporate into the ether. Maybe a bot on the sidelines is reading my review.
While this is clearly an extreme example of delivering a terrible experience almost every step of the way, the idea that we have been led to believe that customer surveys provide a direct connection between the customer and the company is simply misleading. When you’re constantly being asked about your thoughts and no one seems to be listening, what’s the point?
Credit: techcrunch.com /