I recently stood in the supermarket having a chat with a friendly guy from Telstra, recontracting my mobile phone service, which was nice. Saved me $10 a month.
Telstra then sends me a bunch of emails and finally a feedback request:
I like to give feedback when asked. So I did it based on the phrase:
“We really care about your honest feedback, which helps us do things better, so it would be great if you can answer three quick questions about your experience with us.”
1st question: Have we finished the job we said we do? Yes/No
2nd question: On a scale of 1 to 10 how likely would you recommend us to a friend or colleague?
3rd Question: Why did you give us that ranking?
Answers: Yes, 2, You’re a telco why would I recommend you to anyone?
I clicked the next button and got “Thanks” and all was over.
So, where did I get to give my honest feedback about my experience? How will my answers help you do things better? The answer is that they won’t. All this will do is help you better hone your skills to get more customers.
Telstra don’t appear to be too interested in my feedback at all. If asked I would have said that the salesman was pushy, didn’t check if now was a good time, rushed through his explanations. I would have said it was great to hear from Telstra to help me reduce my phone bill, but seriously Andy Ellis, Head of Customer Service and Contract Centres, you don’t seem to be too interested in what I really think.
Instead of your survey being about market research, why don’t you make it about genuine feedback? You know, actually give a care about what your customers have to say.