Ahh, Customer Satisfaction Suveys. I periodically take customer satisfaction web and phone surveys when they show up on receipts. I noticed that Babies R Us has one. Since I was in the store on Saturday, January 7th, I decided to take the survey. I noticed that I only had until the 9th to complete. The prize for my time? A chance to win $500! (Their exclamation point, not mine.)
Anywho, the survey was lengthy…to say the least. 45 plus questions? And more questions populated depending on how I answered. I was half tempted to change my answers just to get rid of the auto populated questions. I am sure I am not the only one. As I state in another blog post, how many busy parents have time to complete the survey?
Another issue I had was the cashier ID. 3rd spot on the demo receipt, but not on mine. Next, was just the sheer length. That progress bar at the top let me know just how far from the end I was. If I wouldn’t have been recording taking the survey, I would have quit. Frankly, it took so long to take the survey that I ran out of time on my screen recording system (I still love ya Screenr!)
Finally, it seemed that many of the questions were duplicated-was I satisfied with X, then was I satisfied with X on a scale of 0-10. I realize they wanted to get a Net Promoter Score for each question, but it would have been easier to ask me each question once, rather than twice. Oh well. You can watch me rant about my experience with a portion of the darn survey below. What I want to know is if anyone actually reviews responses, and if anyone will get in touch with me about my survey. I also want to know if anyone else would have completed this survey…
Update: 1 week later-no response from Babies R Us. No infants were harmed during the taking of this survey.
- 8 Even Better Ways To Designing Online Surveys Without Questioning Yourself (surveyanalytics.com)
- http://teamhively.com/433-customer-satisfaction-surveys-are-no-longer-relevant-pt1 (teamhively.com)