Anyone else notice that every time you make a phone call to any sort of company, you are asked in some way, at some point in the call, about how the service was – or asked to do a survey at the end of the call. I am massively annoyed by this. I called my bank the other day because I didn’t recognize the company my online bank account indicated took money from me. I was concerned. I called and spoke to a rep who cleared up the matter instantly – honestly, my situation was addressed in 4 seconds. I was then asked if I wanted to complete some survey. I didn’t and I never do, but for some strange reason that day, I wanted to see how long the survey took. I said fine and the survey ended up lasting nearly 30x longer (2 minutes) than the matter for which I called. I was pissed (though it was my fault for allowing curiosity to take hold).
And, just yesterday, I had another example, this one an email survey. It came from Turbo Tax. I had a tax question that I emailed in and the response given to me in an email from Turbo Tax was 10 words long. The number of words in the survey below it was 40-50 words. Ridiculous.
Given the out of control use of surveys today, I worry for the future of customer service. Will it look like this:
- “Good afternoon sir, how can we help you today?”
- “Um, I had a quick question about…”
- “Excuse me, would you be able to complete a quick survey rating the effectiveness of the greeting I used…?”
I know the major argument against my having a problem with this survey madness is that they are voluntary and I don’t have to do them. But my counter to that point would be that just because they’re voluntary doesn’t mean they’re not annoying!
(From a clinical perspective, I’d say that this constant need for reassurance is an epidemic crisis of collective corporate self-esteem.)