Avoid Rigging Your Feedback
None of your efforts at measuring customer satisfaction in any form are meaningful if you rig the game against yourself. Today, as often than not, survey bias is intentionally introduced when customers are given survey links or even given heads-ups by the people they interact with.
Here are examples: When the cashier at the grocery store gives you a link to a survey and says you could win $500 for participating and to please give good ratings on your experience, or the service rep at your auto dealer tells you he’ll give you a free service next time if you rate your experience as “excellent,” they’ve ruined the objectivity of your responses. If you really want to know what’s happening in your company, your surveys need to be independent pursuits of honest feedback.
POWER TIP: A great benefit of random sampling is your employees won’t know who is getting surveyed and who's not, so there’s no opportunity for them to rig the system — they have to be on their professional toes with every customer.
None of your efforts at measuring customer satisfaction in any form are meaningful if you rig the game against yourself. Today, as often than not, survey bias is intentionally introduced when customers are given survey links or even given heads-ups by the people they interact with.
Here are examples: When the cashier at the grocery store gives you a link to a survey and says you could win $500 for participating and to please give good ratings on your experience, or the service rep at your auto dealer tells you he’ll give you a free service next time if you rate your experience as “excellent,” they’ve ruined the objectivity of your responses. If you really want to know what’s happening in your company, your surveys need to be independent pursuits of honest feedback.
POWER TIP: A great benefit of random sampling is your employees won’t know who is getting surveyed and who’s not, so there’s no opportunity for them to rig the system — they have to be on their professional toes with every customer.
