Bob Furniss - Service By Design
  • Blog
  • What About Bob?
  • Resources
  • Contact

TAKE ACTION ON CUSTOMER SURVEYS OR DON’T SURVEY AT ALL

9/12/2020

0 Comments

 
Customer surveys have become the norm whenever we shop, call, or engage online. Recently, I’ve had several situations in which the survey questions, and the lack of response after the surveys, have caused me to question their value if they aren’t backed with action.
For example, I recently called a well-known online entertainment company and asked about my service options. After careful research, I made the decision to change to a less expensive plan. When the call was complete, I received the customary survey and filled it out with high marks.
I am not the harshest grader on these surveys. Since I work in the industry, I try my best to offer good scores whenever possible. After all, the life of an agent is a tough one, and I know they can use positive feedback whenever possible.
Ten days later, I received my bill and found a new charge that was not discussed in the original call. I called back and got a very pleasant agent who tried his best to explain what should have been explained in the original call – that the cost was based on my new plan and that plan had other connected charges. I explained that I was still unhappy and was surprised there was not a way to fix the issue. He said he was sorry, but this was the policy, which is the worst excuse ever, and we ended the call.

Read the rest on the ICMI blog.....
0 Comments

Your comment will be posted after it is approved.


Leave a Reply.

    Picture

    Archives

    December 2020
    September 2020
    June 2020
    May 2020
    February 2020
    January 2020
    June 2018
    February 2018
    January 2017
    July 2016
    March 2016
    January 2016
    November 2015
    April 2015
    March 2015
    November 2014
    October 2014
    August 2014
    February 2014
    November 2013
    September 2013
    August 2013
    May 2013
    February 2013

    Author

    Customer Experience, Employee Engagement, Frontline Leadership, 
    Salesforce, Father, Husband, Papa, Photography, Faith,  Sports, Life...

    ​
    The opinions on this site are my own.
    (c) 2020, Bob Furniss

    Categories

    All

    RSS Feed

Proudly powered by Weebly
  • Blog
  • What About Bob?
  • Resources
  • Contact