Quote:
Originally Posted by GH85Carrera
I recently made a simple purchase from Jegs from the web page. Super simple, they had the best price of an item. so log in, place the order, pay with credit card, product arrived as like it should, done!
For the last two weeks they keep emailing me wanting me wanting me to complete a survey on how it went. WFT?
I am not going to waste my time to say you did what I wanted, it was nothing special, just completed the purchase.
I recently went to a doctor's office. Again, simple visit, in and out in 30 minutes just as expected. They have been sending an email wanting my to take a survey. WTF, it was not anything complicated, just in and out, and nope, I am not doing a survey to say you did just exactly what I wanted you to do.
Nothing extraordinary wonderful, and no complaints.
Recently on my trip to California the clip that holds my radar V1 radar detector just broke from I presume the insane heat. It was 107 outside, and 135 to 140 inside the car. My rear view mirror fell off the windshield. The plastic clip for the dector just gave up and crumbled. I emailed them and asked if I can buy just a new clip, and their reply is we will ship one to your home. I replied I was on vacation and I need it shipped to the hotel, to my attention, and I need it before the weekend as I am driving home. They sent it expedited, to the hotel, and I had it two days before I needed it. No charge.
That is wonderful service, and they did not send a survey, but I sent a nice email thanking them for fantastic service. And the detector for sure warned me of a state trooper in New Mexico. I was a perfect angle as I cruised by at the 70 MPH speed limit. It still makes me smile going trough radar at 70MPH and not getting a ticket, as I remember the bad old days when 55 was the limit, and 70 was a very expensive ticket.
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1 Yep, I've dealt with V1 in the past and the service was great. I can't remember why, but I remember they were great. And yes, my V1 has saved me many times over the past 15-20 years that I've had one. Now I have 2.
2 Absolutely, just ignore the surveys. BUT if you do respond to the surveys, and the thing that you were asking was simple and they did it, make sure that if you do respond, they get top marks.
A lot of folks think, I didn't ask for anything big. The person did what I needed, but it was no big deal, so I'll give the person a 3 (assuming it's a 1-5 rating). If you give the person a 3 out of 5 and they did what you needed, it's entirely possible that you've just do the equivalent of kicking them in the nuts.
I used to work for a very large IT company that has been performing surveys for 25-30 years for every IT "ticket". We were required to keep a minimum customer satisfaction score of something like 4.5 out of 5 that eventually went up to 4.75 or something like that. So if someone gives you 3, you're screwed because it can take a long time to bring that damage back up. I had someone call once. I got them on the phone and asked them to describe their issue. Within 60 seconds, I knew what the problem was because I had a ton of experience. I gave them the fix in another 30-60 seconds. They were super pleased when we were on the phone, and the fix worked. I got 3, 3, 3, 3, 3 or something like that.
I've also had folks return 1, 1, 1, 1, 1 which is pure BS, because I may not have solved your issue, but I was always courteous. That one (all 1s) is a killer.