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:

HOW DID WE DO? Dear Gregory,Thanks for recontracting your Mobile service with us. You can track the steps we’ve completed here. I appreciate you being a Telstra customer and I hope you’re enjoying your service. 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. Click here to access our short feedback survey or paste the following link into your browser If you’re experiencing issues with your service, clicking the survey link above will give you options for help. Also, if you want to reply to this email, you can do this through the options in the survey. Thanks for sharing your thoughts. If there’s anything else we can help you with, our contact us page has all the details you need. Best regards, Andy Ellis Head of Customer Service and Contact Centres

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.

https://youtu.be/IMxWLuOFyZM?t=2m2s