By a strange coincidence considering what I wrote about yesterday, a colleague sent me this note today along with the image below:
Yesterday, I went through the online process to sign up as a new Comcast customer. This included a chat with a customer service representative. At the end, I was forced through a satisfaction survey page. That survey is attached here. Important to note: this is a screen shot of the page when I first arrived *BEFORE* I had interacted with the survey at all. (In other words, note the pre-selected radio buttons).
So, in other words, if you don't interact with this survey at all, and just click Submit, you will effectively indicate that you've had a perfect experience. I guess that's one way to get your customer satisfaction numbers up...
2 comments:
Also, the scale isn't balanced on the last question. Of the four options (not including "no opinion") three indicate that they were at least a little helpful.
It should read:
Very helpful
Somewhat helpful
Not very helpful
Not helpful at all
How can people be making decisions with flawed survey instruments such as these?
I think they may have finally perfected the customer survey! Nice job Comcast :P
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