Over the last few weeks I've gotten a number of customer satisfaction surveys from well known companies requesting my feedback on any number of things. Most the time it is an email with a quick formal message requesting that I fill out a "brief" survey, which most times I'm more than happy to oblige. However, I have noticed that either the definition of "brief" must have changed recently or a "normal" survey for some of these companies must take a hour. As you've read in previous blogs that we have posted, we

Writing questions for a customer satisfaction survey is not as easy as it may sound. You can not simply just sit down at a computer and type out whatever you want to ask your customer. Not only do you need to compose questions that are easy for the respondent to answer, you also need to consider that the questions may be interpreted differently by your customers.

SERVICE 800 awarded Teradata for its 15 years of constant high performance in customer experience metrics at its annual conference held recently in Minneapolis. The award was received by Jean Cline, Program Manager, Customer Support Services.

Can you imagine walking in front of a dam that holds back a river, and seeing a tiny trickle of water running from a crack in the structure? What would you do? Maybe you'd tell someone. Maybe you wouldn't since it's only a tiny trickle. Most people would just keep on walking because it didn't seem that important.

It’s a common thing these days: businesses ask their customers or employees to participate in a survey, to which many respond with a groan. The word "survey" has become associated with a nuisance, rather than the positive message of interest as it was intended.