Have you noticed, or is just the circles I travel in, that the survey has taken the place of Big Brother? Or maybe the survey is today’s hallway monitor. Here’s what I’m talking about.
Every time I take my car to the Hyundai dealership for service, everything is impeccable, the service, the price, the clean and comfortable waiting room equipped with wi-fi, coffee, and TV. And every time as I’m leaving, the courteous super-helpful service manager walks me to my car, opens the door and while I’m fastening the safety belt, reminds me yet again that “Someone will be calling or emailing you with a survey about your experience here today.”
Different scene, similar survey:
Once a year I go to my local hospital for ultrasound testing. Since ultrasound is utterly painless and non-obtrusive I actually enjoy it. But then the experience is tainted when the technician walks me to the front desk and not only reminds me, verbally, that I will be receiving a survey in the mail, but hands me a paper reminding me of the same.
And then there are the times I don’t even have to leave the house to be faced with that ghostly specter. Case in point, I came home Friday night at about 10 PM to find that not only was I lacking access to all but three stations on cable TV but my internet was out too. After an hour of reading about trouble-shooting and trying my hand at it, I gave up and called Optimum, my service provider
Believe it or not, not only was I able to reach a real live person at that time of night, but he was in Connecticut and not India! After a bit of trouble shooting and futile attempts to remedy the situation remotely, he told me he could schedule a technician to come out the very next day – Saturday!!! And then he had to go and ruin it. Yes he asked me if I would stay on the line to answer a brief survey about my experience on this call.
So what am I getting at here? all three individuals, the service manager, the ultra-sound technician, and the customer service agent were all very forthcoming about asking me to give them a positive rating , saying that their job performance reviews depended on it. This leads one to wonder would they be quite so super-nice, so utterly professional and so competent, professional and efficient without that survey dangling over their heads? I’d like to think so.
PS my cable and internet are working better than ever after the technician’s visit. “The Cable Guy” discovered I was getting absolutely zilch, zero, nada signal so he had to trace my connection outward to locate the problem. Speaking of someone doing his job well! He started with the basement – nothing.
So he checked the connection into the house
his next stop was the utility pole.
Take a look at the other side of the story .
And there lay the problem. Squirrels! Squirrels had eaten the wires!
So despite the frigid temperature he put up a new line from the pole to the house to the basement junction box, and now I have a super strong signal and faster download times.
But there was one problem. As he was leaving he told me I’d be contacted for a survey!