Customer Service Surveys And The Box Checked Other

Writen by Lance Winslow

For those of us who have been asked by our vendors to fill out customer surveys, we know all too well that there always is an extra box called; Other. So often, we enjoy checking the box other because the categories do not fit us, you might be interested to find the other is usually the most checked box.

You know why this is? Because the people who make the surveys don't make them very well or know their customer very well either. You would think that companies would know their customer better, but maybe that's why they are taking surveys to get to know us better?

Of course after the word; other, is a line to fill in with what; Other means to you. And if you are like me, you like to put something really cool in there that you think they've never heard of. So you put something totally bizarre, at least I always do. Humor me, let me explain.

Well it turns out a lot of people do this and therefore the surveys come out all wacky, which I suppose makes them fun to read for the person doing the survey statistics. Still some folks start writing in all the margins and adding things that were not asked. They really get into it. That is good.

Unfortunately if you are paying someone else to do the statistics for the survey all those comments inside the margins are the ones you really want. Because those are the comments of the people who cared enough to fill out the form and are serious enough to write what they really think.

Try this some time; ask for all the questionnaires back and disregard the statistical information for a moment and read what people actually wrote on those surveys and then stop and think about it and ask yourself what you think the statistics will be in advance.

You know it is amazing how well you can figure this out by just reading what was in the margins from a few survey cards about how people will answer the questions. Remember if you don't ask the right questions on your customer service surveys, you will not get the right answer. Please consider this in 2006.

"Lance Winslow" - Online Think Tank forum board. If you have innovative thoughts and unique perspectives, come think with Lance; http://www.WorldThinkTank.net/wttbbs/