Survey Monkey and other similar software programs have made it easy to develop a feedback form. It seems like every receipt I get these days has a special code and an extra three inches of the toxic paper in order for me to “share my opinion”, “let us know”, or “help us improve”. I wonder if the results ever lead to real changes.
Leave it to Zappos to develop a survey that is a bit more out of the ordinary than the generic “rate us” from 1-10 format. Some of the questions their “Loyalty Team” asks:
> If you started your own service-based company, how likely would you be to hire the team member who assisted you?
> If there was an All-Star team of customer service representatives, would the team member who helped you be on it?
> Did the team member make a genuine attempt to build a connection?
> If you had to name one thing that we could improve upon, what would that be?
It ends with: “We understand that your time is precious, so we really appreciate you taking some of it to write us.”
Zappos makes me feel that by utilizing these creative ways to get a more meaningful answer, they actually care about what I have to say.
No one says that a feedback survey has to be boring. Help your clients know you are genuine in your desire to improve, and I’ll bet they share treasures with you on how to excel.
leadershipdots.blogspot.com
leadershipdots@gmail.com