Satisfaction Surveys

Posted on December 18, 2010

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I like the Hyundai dealer where I purchased my Sonata but it annoys me that everyone in the dealership is constantly at me about giving them a 10.  If I can’t give them a 10, tell them right now..so they can fix it.  What bothers me is that I think car service is never a 10 because i think i should get a product that never needs service. And the prices are too high. It annoys me but what does the evidence say about this survey practice?

Interesting read from J. Scott Armstrong about pre-announced 100% of customers, satisfaction surveys:

“How to Improve Service Quality and Satisfaction”  aka  “My boss wants you to like my essays, so please give this a good rating”

 

Posted in: Outcomes