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So I'm checking out at one of the local big box stores and the cashier shows me the link to their feedback link. It is, like many feedback surveys, based on a scale of 0 (bah, humbug) to 10 (love 'em).

And she tells me that their corporate officials see anything lower than a 9 as failure ... and they even see a 9 as "low."

And I walk out wondering why the corporate folks feel they're getting anything useful when they set up a system where honest opinion comes only as black and white, with no shades of gray. Ironically, my own experience tonight was in those gray areas -- the cashier was fine, but I couldn't find someone earlier in the store to help me spot an item I was looking for.

Will I do the survey? I'm doubtful. If I thought they really might listen to the "you need a couple more people to answer questions in the store" comment without pounding the cashier, I might. Since I suspect I can't do the one without having the other happen, I probably won't.

So much for their "desire" to get feedback.


( 5 comments — Leave a comment )
Feb. 19th, 2014 03:11 am (UTC)
I've gotten that same info, and totally agree. In my mind, a 10 is awesome, exceptional service/product/experience or whatever. That's rarely the case, so an 8 is still fine, in my book. How about when you start filling out the online survey, and you give something a "less than 10" number, and then you get a screen that says, "Whoa, you just gave us a "less than 10" rating on your experience. Please explain why in the space provided."

Um, no. I was gonna do your stupid survey, but I'm not going to dedicate my evening do it. Exit stage right.
Feb. 19th, 2014 04:08 am (UTC)
Yep. Even with the bribe of maybe winning a gift card, it just doesn't seem worth the time.
Feb. 19th, 2014 01:04 pm (UTC)
That is how it is at the bank I work at. We use a 1-5 scale. A 4 is acceptable, barely. But really, anything less than a 5 is not good for us. And I don't know about Walmart but ours go by name. So if you give a bad survey it counts towards me personally (like not getting a raise and things like that).
Feb. 20th, 2014 03:49 am (UTC)
(Actually, the big box in this case was Kmart.) I know that tends to be the same in some other places -- I've also heard it from trusted folks in at least one local restaurant. And long long ago, my manager at a Thruway snack bar used to go through the comment cards and throw away the ones that weren't complimentary. Increasingly, I've come to the conclusion that it's frequently not worth my time -- if they don't want an honest opinion, why bother? And too many of them are worded so you can't say "this was good and this wasn't" without getting someone in trouble by name.

Feb. 22nd, 2014 04:43 pm (UTC)
Old Navy's surveys used to be done on a percentage basis, like a grading system, and the goals were usually to be in the 80 percent range. Therefore, it was completely acceptable to get an 8/10 and still count it as a positive customer experience. I don't know if they still use that scale, but I remember appreciating that the company recognized the need for feedback in addition to the nuances of shopping experiences. I rarely fill out surveys for other businesses.
( 5 comments — Leave a comment )



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