Why Should I Respond to Your Survey?
Online surveys have replaced comment cards at restaurants and hotels, but it doesn’t change that I feel like it’s a waste of time to provide feedback this way. Why should I share my thoughts on my experience interacting with your business in your proprietary way?
It’s not convenient for me, I’ve got a feeling you’re not going to do anything meaningful with my thoughts, and if I really needed something resolved I would contact you directly.
If you really want to know what I’m thinking, listen and respond like a human being online. Be present and listen on Twitter, set up Google Alerts to monitor new mentions of your business on blogs, and respond when appropriate.
You’ve trained us that you respond more promptly when the feedback is shared publicly, so why would I stuff my thoughts into your comment box (online or in real life) so you can ignore it or respond with a phony auto-reply?
Let’s stop with this silly custom of asking for feedback this way. We’ll interact if we need to and you probably already know what you need to work on.