Rate our service a 10!

I’m using a moving company to move me from California back to Wisconsin. A dude came out to my house and gives me an quote and lines up the details about the move. At the end of that, he made clear I should “give him a 10″ (or whatever the highest rating was) on the customer survey I’d get after the move. He sort of framed it like, “do me a favor man, I need this.” But the vibe of it was closer to “make sure you do this, otherwise who knows what will happen.” Not those words exactly but like that. I didn’t think they’d do anything malicious (the move would be over by then anyway). It was more like he learned that if he phrased it just right, he could get this survey answer of out of people regardless of how things actually go.

Now I’m sitting here at a Shereton. When I checked in they gave me this sheet of paper with information about the hotel. When things open and close and such. Right at the top it says:

Please share your wonderful experience with us and rate our service at 10 on our guest survey!

Emphasis theirs.

How about I answer honestly on your guest survey? Isn’t that what you want? Isn’t that the feedback you need to make your business better? If anything, shouldn’t you specifically ask for things I didn’t like about my stay so you can improve it?

What a weird broken system. I feel manipulated. The people who look at and use the results are getting bad data. The people who have to write sentences like the one I wrote above feel like they have to to game the system so they look better to their bosses. Pretty lose-lose-lose.

Not the world’s biggest deal, just something to think about.

Comments

  1. Joe W says:

    I agree that the system is broken. I would much rather read reviews with 7s or 8s which had actual feedback on my services, and told me ways in which I could improve.

  2. Konstantin says:

    Heh, I thought the exact same thing when I first saw it. And every time I had to look up the wifi password again :)

  3. Chris Wiley says:

    It use to be just a feedback form to let the company know what needs to be improved. Now it is use more to show the boss how well they did so they can get a raise. But it also happens in the tech world. When we get apps from the App Store, Play Store or other they ask us to use their app and rate it a 5 star or such and if there is an issue then just email them and they will try and fix the problem.

    I wish they would let the feedback form be used a a way to fix issue and improve customer satisfaction so either the service or the app will improve faster or get better as the customers give them direction.

  4. Joun says:

    What brings you back?

  5. Noor says:

    Reminds me of the “Leading Questions” bit from Yes Minister: http://youtu.be/G0ZZJXw4MTA

    How you ask makes all the difference.

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