Re: Seeking Online Help Surveys Advice

["Peter Neilson" <neilson -at- windstream -dot- net>]

There is another approach to gaining the information that a survey might  
be expected to provide: Careful attention to customer complaints.

My wife is a quality engineer, and many years ago she worked for the  
personal-care section of Gillette. She said that unlike many companies  
that treat complaints as an irritation to be ignored, Gillette (at that  
time) regarded each one as a gold coin that was tossed through the transom  
of the office door. Their belief was that each customer who would take the  
time and effort to complain represented a thousand others who merely  
grumbled to their friends about the difficulty with the Gillette product.

The principle again is self selection, but the ones most able to help are  
kept and their ideas collected. A survey that annoys the customer selects  
the opposite way, removing the observant, the caring and the articulate.

Stuart started with the intention of helping Adobe, until they annoyed and  
insulted him.


On Tue, 12 Jan 2016 21:49:16 -0500, Stuart Burnfield <slb -at- westnet -dot- com -dot- au>  
wrote: