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View Diary: No, I Can't Rate You a "5"!!: The Proliferation of Meaningless, Aggravating Customer Surveys (60 comments)

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  •  I do not respond to surveys. (9+ / 0-)

    Several years ago I'd shopped at Marshall Fields in Naperville. I had a GREAT shopping experience, buying "career" clothes. As a "petite," I can be hard to fit. I don't enjoy shopping. But the salesladies were GREAT, very helpful, kind, helping me from department to department. This was back in the days when MF was owned by Dayton Hudson, which later became Target (and MF was sold).

    A few days later, enjoying my new clothes, I CALLED Dayton Hudson. I started by saying, "I'd like to tell you about my experience the other day at Marshall Fields in Naperville."

    The customer service person on the other end immediately said, "I am so sorry. Please tell me what we can help with."

    Obviously, when customers call, it is more likely to be for complaints than compliments.

    If you have a GREAT experience, call the company, speak with the manager or another rep who can pass on the compliments. It is, I believe, much more meaningful than all those surveys.

    •  That's a sad commentary indeed (6+ / 0-)

      As a fellow petite, I feel your pain, and I have walked out of many a clothing store when hovering, commission-based sales people hound me too much.

      I like to try things on and be left alone unless I need something. One saleswoman recently pressed me to try on something I had no intention of buying, under the pretext that garment A would need garment B, and she was pretty unrelenting. I turned and handed her the four items that I was intending to buy and said: "Wow. I've been shopping on my own for well over 40 years, and you're saying I've been doing it wrong all that time. I guess I'm not smart enough to be shopping here. Guess I won't be needing these."

      The proliferation of surveys has a strong statistical correlation to the proliferation of rude, clueless sales people. I

      Some drink deeply from the river of knowledge. Others only gargle. -- Woody Allen

      by cassandracarolina on Mon Apr 30, 2012 at 08:27:17 AM PDT

      [ Parent ]

      •  Yes, the hovering, the hovering!! (6+ / 0-)

        Yes, I can decide on my own, as you say. And I'd also say how much help I expect partly depends on my mood. When I SAY I don't want help, please just go away. If I ask you to help me, then HELP me! Show me where the choices are in my size range, help me find coordinating items if I ask you to, dig out the correct size off the rack if my hands are already full, move my things to a dressing room and then check back to see if I need a different size... I'm not sure anyone knows how to do these things anymore.

        Surveys can't really capture this, I think.

        •  In that same store, I have been set upon (6+ / 0-)

          by up to 4 different salespeople. I love their clothing, but hate the sales tactics, so I use my time there just to try things on, then order them from the web site if I want them.

          There was one lady there who really respected my preferences - helpful when needed, otherwise she not only let me shop in peace, but somehow kept the other vultures from preying on me. Too bad they've replaced most of the original crew with new pushy people.

          Some drink deeply from the river of knowledge. Others only gargle. -- Woody Allen

          by cassandracarolina on Mon Apr 30, 2012 at 08:44:09 AM PDT

          [ Parent ]

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