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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 don't get it... (4+ / 0-)

    How can you operate a business devoid of a customer feedback loop? One of the worst things about my business is how weak the feedback loop is. The report card of watching your business go down the drain, or seeing yourself get blasted on Yelp is not the way you want to find out that you have serious defects in your service or product. It is a huge win if a customer can see that their complaint can be responded to and the problem fixed.
    The fact is, most restaurants go out of business because people don't complain, they just stop coming. And when people do say that some dish sucks, the response is usually "that's an old family recipe," or "people really like it" (that happened to me last week with a totally repugnant and inedible dish). There is a whole TV show about restaurants going down the tubes and how impervious they are to criticism.
    One would think that a "vocal" bunch like here at DailyKos would savor the chance to leave feedback.

    "You can die for Freedom, you just can't exercise it"

    by shmuelman on Mon Apr 30, 2012 at 09:04:20 AM PDT

    •  It's not that we don't like to provide feedback (3+ / 0-)

      It's being bullied into providing it, or capitulating to someone who importunes us for a rating of "5" for what would be considered "normal" customer service.

      I have gone to great lengths to reward good service, and when necessary and appropriate, I have provided constructive criticism or made management aware of problems.

      You're right that some people simply stop patronizing a restaurant where the food or service is disappointing. In the Houston area, we have over 10,000 restaurants. I'm very faithful to the ones I like, but sometime when they change out their staff and management, things go down the drain.

      If I care about a restaurant, and their service has always been great with one lapse, I will speak with someone about it, and usually they will try hard to find a way to keep me as a customer. Other than that, I'm outta there.

      Businesses DO need feedback. but much of it can be gained by observation and interaction with the customers.

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

      by cassandracarolina on Mon Apr 30, 2012 at 09:13:06 AM PDT

      [ Parent ]

    •  One of the quickest paths to demise for a business (3+ / 0-)

      is the attitude of indifference. If customers perceive a business doesn't care about them they won't return.

      Not this mind and not this heart, I won't rot • Mumford & Sons

      by jayden on Mon Apr 30, 2012 at 09:15:07 AM PDT

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      •  Indifference to employees is often at the root (4+ / 0-)

        of indifference to customers. We can all sense when we're being taken for granted, and organizations pervaded by disrespect for their own people are difficult places to work.

        Posting mission statements and other platitudes about how much they "value" their employees or customers is a good first sign that hypocrisy is running rampant.

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

        by cassandracarolina on Mon Apr 30, 2012 at 10:24:35 AM PDT

        [ Parent ]

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