Are your customer data collection instruments actually improving customer experience, or are you simply providing a mechanism for collecting information for punitive action against those being measured?
Is it just me, or has every interaction with every customer service entity devolved into a funnel for customer service surveys?
In fact, on at least two customer service calls I’ve made in the last two weeks, I’ve been proffered a survey, before I even get to contact a rep.
Something’s wrong here.
In fact, I suggest that the overuse of customer service surveys is akin to the misuse of antibiotics in fighting infections – after awhile, a certain immunity builds up, and before you know, surveys are totally ineffective.
Don’t believe me?
Go to a dealership, and buy a car. Before you leave the lot, you are asked to rank the interaction for J.D Power and Associates. Anything less than a perfect ranking is a black eye for the dealership. So, you are instructed that by your salesperson, and asked to vote them a 10. Teaching to the test, as…
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