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Today, the Wall Street Journal has an interesting article regarding customer satisfaction surveys. While the article addressed air transport, likely all here know Amtrak uses them as well:
Sometimes the survey arrives before the baggage. Airlines, like so many other companies, are blitzing customers with satisfaction surveys, often right after they step off the airplane.
Here's the surprising part: Some carriers actually pay attention to the results.
Airline surveys are influencing everything from menu choices to airport and airplane repairs, not to mention employee training and executive bonuses
I for one, simply do not participate (I once declined a $75 bribe from Amtrak to participate in a "focus group"); Marriott offers an "opt out", which be it assured I have accepted. I hold that "hey guys, I vote with my $$$$, and you certainly have the means to measure that; what with credit cards, reservations, reward plans, and tickets". But with an upcoming auto trip to Atlanta next week and planning use of lodging from three different major chains, I await the bombardment on my return.
However, others here could well hold differently.
Henry Kisor Member # 4776
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My view: If anyone wants me to take a survey, THEY WILL PAY ME FOR MY TIME. Otherwise, bah humbug.
George Harris Member # 2077
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Hint to all these clowns: Blindside me with surprise charges, no matter how small and my business goes elsewhere even if the service is otherwise good. It should not take a survey for any business to figure out how counterproductive these things are.
RRRICH Member # 1418
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I too do not like taking surveys, especially not telephone surveys from unsolicited callers who I know nothing about.
I have, however, completed a few of the AMTRAK surveys I have received in the mail. Maybe AMTRAK doesn't know how "below par" some of their features and services are, and if they actually use the surveys to make improvements, that is great!! After all, it is not AMTRAK management who regularly rides the trains -- it's people like us!!!
Geoff Mayo Member # 153
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Like Henry, I want compensation or some incentive if I am going to help some company. It doesn't have to be much, just a token of appreciation. Saying that "our company will improve with your help" is meaningless.
And, quite frankly, most surveys are meaningless and don't allow you to answer in the way you want to, except in an occasional free-form text box.
palmland Member # 4344
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I totally agree with the comment about hidden charges. That makes me furious. But, I'm clearly in the minority on surveys. Maybe it's because at one point in my business life I managed a customer service organization. It really was a help to understand how customers felt. It was especially satisfying to make improvements even if it required some unpleasant employee encounters in the process.
So, I do participate in all written/email surveys where I am interested in seeing that business succeed. It is aggravating to know how easy it would be for service to improve with a little personal care and attention. Hopefully if others feel the same, problems will get fixed. Yes, companies should have internal measurements to know their problems, but that certainly isn't always the case (Amtrak, anyone?). Likewise a company may be performing well by their own criteria, but it's not really what the customer wants. Only way to find out is to ask them.
Most phone surveys, however. are a waste of time as someone is usually trying to sell you something or fit your answers to support their agenda.
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