Roberta Chinsky Matuson
Creating Exceptional Workplaces and Extraordinary Results
Roberta Matuson's Blog

The Problem With Customer Surveys

I recently stayed at the Crowne Plaza hotel in Warwick, RI along with several colleagues who are also world-class consultants. Each morning we would meet for breakfast and critique our experience at the hotel. We never did get around to sharing our findings with the GM, so when a survey arrived from the corporate office, I jumped on the chance to provide what I thought would be helpful feedback.

That was two days ago. Believe me, if you had received feedback like I gave, you’d be on the phone right away to see how you could make things right. Now before you go saying that the GM most likely couldn’t reach me, I will tell you that I made it a point to check the box that said, “please call me.”

If you don’t really want to know how your customers feel about their experience with your business, then don’t ask. This way there will be no expectation that their opinions really matter or that something might actually change as a result of their feedback.

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