Ice Cream Man
Many fast food places put info on your reciept to go on-line and fill out a survey and then you're entered in a drawing. I do it just to get in the drawing. Jack in the Box's is the best one - $10 K
I don't even do those, I guess if you don't play you don't win but I get so pissed off if I don't win so I don't enter. I guess that's a personality fault but in business it works fine.
The other reason I don't do surveys, I have yet to see someone change because of a survey. Case in point, last year we stayed in a Comfort Inn in Covington Ohio Ft. something, I have never seen anything as disgusting in my life and I'm 64. So I went online, there are at least 2 years of complaint about this place, I was figuring if I told Comfort Inn they would come the next day and yank the sign down. But alas two years of surveys did nothing, big surprise. I could tell you about the Ford survey I did years ago I thought I would at least get a reply, today the same survey answers would probably bring the cops to my door. There hasn't been a Ford in my driveway for 25 years.
Ice Cream Man, I share the same sentiments regarding traditional customer feedback surveys. I have the feeling that it would just be a waste of my time since it's not even recognized or acknowledged by the recipient. The funny thing is most people are opinionated and like to voice their feeling (isn't that why Facebook is so big?), but ineffective surveys and methods are turning people away from doing so in a business setting. I want to fix that.
I just tested a very basic version of my software at a friend's restaurant, and yesterday he found out one of his booths was rocky (if a person in the next booth fidgets, this particular booth moves with it. It irritated the customer who left the feedback). My friend got in touch with the person who left the feedback and assured her that it's fixed. Another example is when my friend was not at the restaurant, he saw a negative feedback left by a customer. My friend checked the time stamp and found out who was the manager on shift and asked about the particular incident (there was some confusion with the menu). He reached out to the disgruntled customer and explained everything. I don't know if he's heard back from that customer yet, but it's just another example of the right tool being used by the right person that took meaningful action. Even in the limited scope, I already see my idea working so I want to test it out in different places with different demographics. I'm still waiting for that email, Ice Cream Man :)
post edited by Bei - 2012/11/10 20:41:16