The Customer Service Survey

Naughty, Naughty Radisson

by Peter Leppik on Wed, 2014-08-13 17:05

I came across something new while doing a customer survey about a recent stay at the Radisson Blu in Chicago.

Near the end of the survey, they inserted a page which wasn't part of the actual customer survey, but rather a TripAdvisor feedback form.

Now, I understand that getting a lot of reviews on TripAdvisor is really important to hotels these days. But this practice strikes me as nothing short of abusive. That's because before the Radisson asked me to rate them on TripAdvisor, they already knew my answers to the customer survey.

Is the Radisson being honest and asking everyone to fill out the TripAdvisor form? Or are they being sneaky and only asking customers who had a good experience for a review. I don't know, and there's no way for me to know.

But what I do know is that this makes all the feedback on this hotel on TripAdvisor immediately suspect. Even if the Radisson is being honest today, I don't trust that they (and all other hotels which may do this) will continue to be honest. The stakes are simply too high, and the temptation too great.

So caveat emptor as always.

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