#710 savvy surveys

Survey Monkey and other similar software programs have made it easy to develop a feedback form.  It seems like every receipt I get these days has a special code and an extra three inches of the toxic paper in order for me to "share my opinion", "let us know", or "help us improve".  I wonder if the results ever lead to real changes.

Leave it to Zappos to develop a survey that is a bit more out of the ordinary than the generic "rate us" from 1-10 format.  Some of the questions their "Loyalty Team" asks:

> If you started your own service-based company, how likely would you be to hire the team member who assisted you?

> If there was an All-Star team of customer service representatives, would the team member who helped you be on it?

> Did the team member make a genuine attempt to build a connection?

> If you had to name one thing that we could improve upon, what would that be?

It ends with: "We understand that your time is precious, so we really appreciate you taking some of it to write us."

Zappos makes me feel that by utilizing these creative ways to get a more meaningful answer, they actually care about what I have to say.  

No one says that a feedback survey has to be boring.  Help your clients know you are genuine in your desire to improve, and I'll bet they share treasures with you on how to excel.

-- beth triplett
leadershipdots.blogspot.com

@leadershipdots
leadershipdots@gmail.com