Online satisfaction surveys

[debodun]

How do you feel after patronizing a business and receive a survey from them in your email as to how satisfied you were with their services?

If you give them less than 5 stars in any category, they want more information as to why. I realize they are trying to get feedback as to how to improve, but a while back, a local woman wrote a scathing review of a business and was sued by them. They claimed her bad comments made them lose customers. I never heard how that turned out, but it makes me leery of such surveys.

 

[fuzzybuddy]

There's no law saying you have to give "feedback". And the information gathered probably isn't to better run their company, but to better tailor their ads to you.

 

[Grumpy Ol' Man]

I am a gold level reviewer on Trip Advisor. Have probably reviewed close to 100 hotels and restaurants over the past few years. Also fill out numerous customer satisfaction surveys rec'd by e-mail after visiting businesses. I have posted many reviews of businesses on Yelp and Google.

Most of my reviews are positive. If the service is slow at a restaurant, I may say so. If a room is not clean at a hotel, I'll mention that but also try to find something... anything positive to include. I have also posted a few negative reviews. On those, I attempt to choose my words wisely, sort of making recommendations instead of going on long-winded rants.

A business cannot solve issues that would turn off customers if they don't know about them. Likewise, staff hears the complaints but seldom the compliments. I feel if a worker is rewarded for their diligence with praise, they will work harder to do an even better job.

I've read many reviews that, were I a business owner, I'd probably consider filing a litigation for damages. OTOH, we who do read reviews can usually determine those that are from a "constant complainer".

Staying over 2,000 nights in hotels the last 14 years I worked, I did have a couple really bad experiences. Both of those were bad enough I did not want to go public due to the potential claim for damages by the business. In both of those cases, I contacted the franchise customer service departments and made my reports through them. In one case, the facility was closed two weeks after I contacted the franchise. Have no idea if it was due to my phone call or not.

 

[terry123]

Every now and then I get one on my Kroger receipt as I think it helps them. I complained on one that the fully cooked bacon had increased from 2.97 to 3.99 in one week and I thought it was terrible. The next 2 weeks it went back down to 2.97 and is still that price now. I let them know by name which employees help me. There are 2 that work the parking lot that see me park and holler "stay there and I will bring you a electric cart"
. They know I have trouble walking very far. I always mention them by name in my survey. They try to help me put my groceries in the car but I can do it. If they insist I always tip them a few dollars . I keep several $1.00 bills in my pocket so if I need to I can slip them a couple of dollars. Its not much but maybe it will buy them a coke on their break. I still complain on the survey that I don't appreciate them stopping the senior discount in Texas but so far I have not prevailed with that one but I keep trying.

 

[SeaBreeze]

If I order something online, especially from Amazon, I'll always get an email asking for a review. I usually don't bother unless I really like something and want to give a good rating, or say something positive about the packaging, service, shipping. I take all the online reviews with a grain of salt, the people who are angry will usually exaggerate, and the people that like a product sometimes seem like they're getting a kickback for their good review. I rarely take a survey and give a review, and I hate when I get an additional email asking me if I want to rate other things that I haven't even purchased.

 

[drifter]

I usually don't participate in surveys of this nature.

 

[Jackie22]

I also send in reviews on Trip Advisor for hotels, restaurants, and attractions in different cities. The reviews on Trip Advisor and Amazon are very important in making the decision to buy or not to buy.

I recently sent in a complaint about the temperature being too warm, to the point of being uncomfortable, in a Walmart store.....went back a couple of weeks later and it was cool, I'd like to think that was because of my complaining....who knows.

 

[HipGnosis]

I recently got a $10 check for reviewing one of my credit cards online. That was time well spent.
I review things I buy on Amazon if my experience is different from most other reviews or if most of the reviews are vague (which is common but a peeve of mine).
Same for reviews of places on google map. And I've done quite a few 'suggest an edit' when a place goes out of business or isn't actually where google maps shows it. One time I found google maps showed a bar in the middle of a store.

 

[Lon]

I generally respond and give my honest appraisal.