Quandry with Customer Service Surveys

Because I read A LOT, I visit different bookstores on a regular basis. Usually, I buy from Barnes & Noble because of their membership program. This week was one of those rare times I chose to buy from Borders because it was more convenient.

When I was checking out, I was selected for a random customer service survey. The salesperson explained that I needed to give all 5’s in the telephone survey (meaning that I’m highly satisfied) to help the store. If I chose even a 3 or a 4, the survey would be “thrown out & not help us.” She also said that my 5’s would help her individually.

As I was participating in the survey, I was torn between telling the truth and wanting to help the store person. I chose 5 a couple of times when really I would rather have chosen a 3 or 4.

Why did I do that? Because I value the person more than the corporate entity.

In theory, a customer service survey is supposed to be anonymous. In theory, the results aren’t skewed. However, when the people being evaluated find out how the results are being used for or against them, they’ll figure out how to ask the person being surveyed to help them.

For business owners implementing customer service evaluation tools, you need to decide if you want honest feedback or any feedback.

Borders got honest feedback from me in most of their survey. When the survey asked me about their membership program, I couldn’t give it a 5.

I will have to explain that rating to the salesperson next time I see her.

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