The Customer Service Survey

Spurious errors

by Peter Leppik on Wed, 2016-06-15 12:35

I consider it something of a professional responsibility to take surveys when they're offered. I don't do every single survey (I tried that once a few years ago, and it wound up consuming way too much of my time), but I try to do them when I can.

A distressing theme is the number of bugs and errors I see in customer surveys. I haven't tracked it formally, but I would guess that at least one in ten online surveys I attempt is broken in some way. It's alarming how many companies are apparently unaware that their customer surveys don't work.

Today's example comes from MIcroCenter, where the survey form told me, "The errors below must be corrected before you can proceed." Which is all well and good if there had been any errors in the form, but there weren't.

So I guess MicroCenter won't benefit from my important perceptions and observations.

Sorry...This form is closed to new submissions.