Originally Posted by
RichardInSF
I doubt this would work. I have been to far too many places (car dealerships, cruise lines) where these "customer surveys" are mandatory after each transaction and what happens is the staff plays to the survey, leading to a really pitiful interaction, almost begging on the part of the service staff. But the service itself doesn't really improve.
I would agree surverys in emotional areas (was your salesmen nice to you, how would you rate your expierence, would you reccomed this dealer to friends and family, etc.) are not really helpful.
Surveys in FACTS are actually pretty useful. Questions like: were you offered a PDB?, were you offered to have your coat hung?, how many drinks were you offered? Did your IFE function?
(basicly questions that are answered Yes/No can give clear indication if policies are followed, questions that have 1-10 strongly agree, disagree, give a ton of "wiggle room", and are usually there only to make the customer feel warm and fuzzy)