I wonder if my perception is correct that we are being given more customer surveys to complete than in the past. Last week, I took a tour with a guide in India and after a 4 hour session, I got handed a clipboard with "satisfaction" questions. One of the airlines I traveled gave me a similar kind of survey, but I cannot recall which one. And now I seem to get a survey every time I order something online.
What happens to all these results?
Is service better as a result?
Is anybody listening?
Most seem quite artificial and contrived and allow no flexibility to note exactly what went exceptionally well or what went seriously wrong. If I were designing the questionaire, I'd ask just those two questions!
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