InteractionMetrics

FEBRUARY 24, 2020

Have you ever wondered if those surveys companies relentlessly send are biased or missing the point? Most surveys are so flawed they’re broken. Bad Customer Surveys are Everywhere. Last year, I wrote about how Whole Foods asks customers to take their survey in a disorganized way. Check #2: Is there gaming?

Gaming 52

Gaming Customer Survey Customer Feedback 52

InteractionMetrics

FEBRUARY 24, 2020

In this 5-part series, I’ll share how my company checks and fixes surveys because if flawed surveys are everywhere, possibly yours could improve too! Bad Customer Surveys are Everywhere. Last year, I wrote about how Whole Foods asks customers to take their survey in a disorganized way.

Gaming 52

Gaming Customer Survey Start-ups Customer Feedback 52

InteractionMetrics

SEPTEMBER 17, 2019

Either way, it’s what we call Gaming and it’s the second flaw on the list below. Since I frequently negotiate with my rep, I have nothing to gain by taking this survey truthfully. Even worse, why issue surveys if the net result could be that your customers appear happier than they are. Bad Customer Surveys are Ubiquitous.

Double-Barreled Question 45

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 45

InteractionMetrics

SEPTEMBER 17, 2019

Either way, it’s what we call Gaming and it’s the second flaw on the list below. Since I frequently negotiate with my rep, I have nothing to gain by taking this survey truthfully. Even worse, why issue surveys if the net result could be that your customers appear happier than they are. Bad Customer Surveys are Ubiquitous.

Double-Barreled Question 40

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 40