Today, it's extremely common for companies to do post-contact customer service online surveys. The issue is that there are surveys, and then there are surveys.
As a professional survey researcher for many years, I know how surveys need to be structured - having written and conducted more surveys and focus groups than I can easily remember. Unfortunately the majority of companies that conduct such surveys do not know, or don't car, how to do them properly.
In the interest of professional courtesy, I will open almost any survey that I get and start it - but it must appear to be relevant to the topic and brief. Don't start asking me demographics - that has nothing to do with the experience.
I'd say that I delete 80% or more of the surveys I get without completing them.
Surveys that are brief - 5 questions - and relate to a specific experience in a timely manner, can be beneficial.
Then, there are the times you'd really like to report an unpleasant experience, and you don't get a survey from them - maybe they already know they perform poorly.
If you're going to use surveys, make sure they are relevant and don't have a hidden agenda.
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For more information on my coaching and educational programs and services, visit my website stevehoffacker.com, or go to my other blog homesalesinsights.com for additional sales tips, insights, and commentary. Listen to my free podcast messages at Steve Hoffacker's Happenings.
Steve Hoffacker - Consultant, Coach, Author, Blogger, Photographer, Motivator, Teacher, & Strategist - for Realtors, Real Estate Sales Professionals, Home Builders, New Home Salespeople, Entrepreneurs, Small Business Owners, and Independent Sales Representatives.
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