“What did we do?” “Please tell us about your experience,” he asked cheerfully.
The questions were communicated in a cheerful tone, as if he had just returned from a trip to the theme park.
“What do they expect to say to me?” he said. “Did you open your mouth and flinch a few times when your teeth were picked and picked with metal products before you swirl and spit them out with a pink mouthwash? Do they really need to know that?”
Of course, he was a flippant. But whether it's a dentist appointment or a trip to a local store, today's world is all about customer satisfaction, or rather customer satisfaction research.
After a recent visit to the Tesco Express branch, I was asked to give my own thoughts. “Please tell me about your visit,” the message said.
I wanted to write back and give you a detailed explanation of how I walk. I squeezed avocados in front of the fruits and vegetables, checked for sale on blueberries, picked up 4 pints of milk and decided I didn't like yogurt. Above…
If I'm lucky, my 1000-word drybell Rittany brought Tesco's customer service to tears and never bothered me again.
But I know they do because they're obsessed with feedback. “I rate the experience between 0 and 5, and 5 is very pleased…” It continues.
Many customer satisfaction surveys use numerical scores, but they cannot express why they gave such a grade and what their opinions are.
The annoying thing is, when you actually complain, I got a short sight, as I recently did to Tesco about their new till unable to process their gift cards and was told the problem was in my local store. Not that – they were great.
And everyone was a £25 winner and was there anything they offered in the award draw offered to customers who completed their research? I've filled in some but it wasn't like beans.
It's good to be on the receiver of excellent customer service, but I'm always a bit disappointed when the store assistant acts kindly towards me, having a chat and a little laugh, handing out receipts and pointing out their names. Some people take pens and underline them. “I'm just asking for your opinion. If I have time, I'm Harriet.”
Was Harriet fun because of the authentic splendor, or because she wanted me to give her five stars and recommend her a bonus? Even some pleasures exchanged at local mini mart shops are a means of end?
I am reluctant to give my email address, but more and more businesses and stores (especially independent stores) no longer issue receipts, saying, “We can send emails.” An investigation will arrive as soon as they have your details.
People don't want to follow up on everything they do. For me, when the service is surprisingly bad, I complain. If it's somewhere in the middle, I'll do nothing.
That's how most of us think about it. We don't want to be hit by questions. I was working in market research. Research can be counterproductive. People think about what they didn't like, not just what they didn't like. This highlights the minor annoyance that is usually ignored.
So, what do you think about this column with genius of 10 meanings and trash of 0 meanings? Or maybe I don't know.
