Comments on: Why customer satisfaction surveys are useless

By: Customers more satisfied when served by white males « Design Research

Customers more satisfied when served by white males « Design Research — Sun, 19 Jul 2009 22:45:07 +0000

[...] you’re accurately measuring actual satisfaction, but this study shows that frequently, we don’t measure any such thing. Secondly, such surveys are often used to award bonuses or even job security. As we know in [...]

By: Friedbeef

Friedbeef — Tue, 15 Jul 2008 07:04:41 +0000

Supplement Customer Satisfaction with Quali to make the exploratory big learnings, and move with incremental improvements via quanti?

By: Avi

Avi — Fri, 30 Nov 2007 22:48:39 +0000

I’d respectfully add that such surveys don’t provide any point of reference. They aren’t normed. Is 3.5 on a five point scale a high score? What does ’satsified’ mean?
(And this, mea culpa, from someone who has written his fair share of ‘evaluation forms’.)