Archive for the ‘Feedback’ Category

Sep

4

2008

A customer satisfaction survey that works

Author: Robin Browne

Tonight I experienced one of the most effective customer surveys ever in terms of motivating me to respond. It came from Canadian Tire where I  recently had the car serviced and the following things made it work for me:

1) It was a phone call a little after dinner and I generally answer my phone at that time

2) It said right away that it was about service I had recently received and that the company wanted to know if I was satisfied.

3) It said it only involved one question

4) The one question was to rate the service from 1-5 with 5 being the highest

5) You entered your rating using your phone

Now this doesn’t give the company a lot of data with just one question but they would find out if there was a big problem and they’re building great customer relationships by sending people the clear message that the company cares about their feedback.

The one negative is that it was a computerized voice and not a real person doing the survey.

Canadian Tire just earned a little more of my loyalty.

Posted in Feedback, Surveys | 1 Comment »

May

9

2008

Culturejamming Adbusters jams the conversation

Author: Robin Browne

Just sent this letter to the Adbusters editors:

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Hi,
I’ve been an Adbusters fan since the ’80s but had stopped reading the magazine because I had kids and, well, stopped reading. So it was with great pleasure that I picked up Adbusters 77 at my local health food store on Friday. However, it didn’t take long for the nice feeling to disappear and be replaced with one of disappointment for two main reasons: an absence of table of contents and no easy way to feedback to authors of stories with which I disagree.
What’s that about? Why on earth would you make things hard to find and then, if someone actually finds something that sparks their interest, make it so hard to feedback?
I have comments on both Sarah Nardi’s article “A Designer Moment” and Kalle Lasn’s “Capitalism 3.0″ – but their emails aren’t at the end of their articles and I couldn’t find a Letters email on your website (after I took the time to find your site which many people wouldn’t do).
So, instead of looking any further, I will simply do a blog post on my disappointment which you will be able to read shortly at the address below.

–
Robin Browne
ConsciousImages Communications
consciousimages(at)gmail(dot)com
Blog: http://www.consciousimages.org

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Posted in Feedback | 2 Comments »