👉 If you’re in charge of writing customer satisfaction surveys for your company, please make sure the questions you put actually cover things the customer wants to convey, not what your company wants to hear!
Recently I was on a flight and many things went wrong… there was a delay in departure, various seat functions were not working, and my bag arrived late & damaged. 🛄
When I got a survey to fill out afterwards, I couldn’t comment on any of these areas because none of them were covered! All the questions were about benign things like “cleanliness of aircraft”, “service courtesy of staff”, and “quality of food”.
Ok so your plane was clean and the food was ok, thanks for asking, but I still arrived late with a broken bag so I won’t be flying with you again!
It seems most surveys are designed just to end up with an easy “90% satisfaction rate” that keeps the company happy without actually monitoring any real satisfaction. 🤷♂️