I went to the car dealership and had some repairs done. As I was getting into the car, the man told me to remember to give them all "10's" on the survey I would receive. He went on to say that a "9" is 80% for them. I drove away wondering if this was the way it was intended to be?
If I read into the situation, my guess is that their survey results are tied to bonuses and maybe even compensation. Why would they build a system like this? Doesn't it take the ability to say what you truly feel out of it? If you regularly visit that dealership and you blast them for bad service, would you get a higher bill next time? Do you dare complain about food in a restaurant and then wonder if they are tampering with your food?
I worked at a Luxury Hotel's Front Desk and the survey's that the guest had to fill out were pre-stamped and addressed to the Corporate Office. This worked well until the guest would drop off their completed survey at the desk. Since they were only sealed in one spot, I witnessed many a people twisting and turning it to see if they could read what was in it.
Come on. Doesn't this taint the whole idea behind a survey? Is this how Nielson does their TV ratings? Is this how JD Powers does theirs? I think not.
My favorite of all time is the single sheet of paper that a customer is to fill out and then place in a locked wooden box in the office. Those boxes are opened and based on if they are good or bad surveys, may never be seen again!
Survey says?
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