Survey Says...
America has a survey problem. That's actually too broad. American businesses have the problem, though it's American consumers who do the heavy lifting. Businesses are hooked on customer satisfaction surveys, but it's consumers who are asked, multiple times a day, to fill them out. Transactions, interactions, casual contacts, small purchases--it seems everyone who's selling something, or helping consumers feel better about having purchased that item, wants our opinion on how the contact with the salesperson or customer service representative went. Every time I call Kaiser Permanente to schedule an appointment, I'm asked to stay on the phone afterward to take a survey on how it went. Any purchase I make from the Amazon Marketplace results in a deluge of emails pleading with me to write a positive review of the item. Grocery store and restaurant receipts come with offers for extra fuel points or a free side in exchange for taking an online survey. It seems everybody ...