Companies in a certain part of the universe run a survey called "Intergalactic Customer Survey". The suvey is completed by current customers, and this forms part of the input to the "league tables", and this is very important for the companies because future customers choose companies based on their position in the league tables. Well, they are not actually companies and customers in an ideal world, but effectively they are now.
Interestingly, it is to the advantage of the current customers doing the survey to make the score as high as possible, since this also affects their own reputation: "I joined such a good company!". However, customers in a certain department of a certain company do not seem to realize the importance of this "positive feedback loop" as much as other customers, and the department feels they should give some "incentive" to the customers: proteins, carbohydrates, and cardon dioxide.
It remains to be seen whether this is effective...
Sunday, February 17, 2008
Subscribe to:
Post Comments (Atom)
1 comment:
krogarfeedback.org explains how to take the Kroger.com/feedback survey using a valid purchase receipt. The survey is user-friendly and takes approximately 5–10 minutes to complete, allowing customers to share feedback about their overall store experience.
Post a Comment