Customer experience Survey,We value your opinion! etc.

JeffH · October 20, 2017, 04:34:52 PM

This is getting out of hand. In the past week, or so, I have had emails asking me to do a survey of my experience/piurchase/transaction;
•Gas Company who topped up my tank but haven't sent the bill yet
•RAM for my purchase of some baggies
•Bank for making a deposit over the counter (twice)
•Timeshare company that we withdrew one of our weeks from the "bank" to use for our forthcoming trip to Fuji.
•Appliance seller where we bought a rangehood for our new kitchen
•Australia Post where I posted a parcel.

Two of them sent reminders because I hadn't done the survey.

If I have a bad experience I will complain in the hope they will take note for their future quality reviews. If I have an exceptionally good experience (especially if I have the name of the person I dealt with -if I actually dealt with a person) I will compliment them.
But, it can be extremely hard to get a phone number or email address that is not an automated mailbox with a stock response (do not reply address) to send either a brickbat or a bouquet.

For three weeks I have been sending a query about a transaction (subsequentially forwarding the chain of emails) to Bunnings. All I ever get is a stock reply advising they will be in touch with me within 24 hours. And guess what?.....That's right; not a squeak from them. Meanwhile, because they have my email address I am being inundated with emails about their specials (maybe they count that as being in touch).

What is your opinion?

ausjack · October 20, 2017, 05:13:57 PM

Don't ya just love how they all say "We're focused on listening to our customers, so we'd appreciate your feedback" but everything is computer generated :@

ausjack · October 20, 2017, 05:15:40 PM

I much prefer to be able to tell someone to #*@$ *ff rather than venting at a stupid computer :blush2:

Unicorn · October 20, 2017, 07:02:34 PM

I had a bad one at Bunnings last Monday.

Mrs Uni & I were looking at prices for treated pine lengths and one of the ones we were interested in (25x100x4.8m) didn't have a price on the rack in the yard.

So we went to the "TRADE" counter and asked. The bloke there must have pressed 1800 keys over the next 10 minutes then walked off towards the yard.

So, I followed him, something be was obviously oblivious to. On his way he must have mumbled the F word 5 times along with the remaining phrase which was along the lines of "why we couldn't F************** go out and look ourselves". He got to the rack and I said to him that there isn't a price on it for them. The shelf below had 25x150x4.8's which did have a price ...... yep and out came the tape measure, despite me telling him that they were 150's.

So not only couldn't this bloke use the computer, he couldn't pick a 150 from a 100 without a tape, nor could he listen ......... and he was at the TRADE counter. Fair dinkum.

I advised the "dude" controlling the trade section boom gate of my disgust and whilst he agreed he said he couldn't do anything about it and that I'd have to take it further up the line.

I think perhaps they can stick their timber further up the line. :whistle2:

Triggersmob · October 20, 2017, 07:17:11 PM

I only do paid surveys.
They pay for some of my coins.

ausproofs · October 23, 2017, 07:44:26 PM

I hear you Jeff, most of the companies in Australia are now focusing heavily on customer feedback to improve their services/products. If you are familiar with the concept NPS (net promoter score) that is what they are chasing. However the way they go about doing it may not be correct if they are hounding you with emails etc. But in saying that, if you complain to those organizations about their service and products, you will get a good follow up as they genuinely care about service. Trick is to call them rather than email or contact them via social media if you use them for faster service. Chat is also a very good medium to get a faster response. Emails is probably the slowest.

At the end of the day customers are the most important asset after employee for an organization.

ausjack · October 23, 2017, 07:49:38 PM

Yes but that's the thing, in chasing numbers they forget about customer service so there's not much point in getting feedback if you treat your customers like crap.

ausproofs · October 23, 2017, 08:18:18 PM

Quote from: 'ausjack' pid='112505' dateline='1508750378'Yes but that's the thing, in chasing numbers they forget about customer service so there's not much point in getting feedback if you treat your customers like crap.

Thats the point AJ, they want the customers to be happy. However employees are the one representing an organization. If the organization gets feedback, they can provide training to front line staff so the customer becomes happier. At the end of the day numbers only look good if the customers are happy... Also the higher the numbers (NPS) more money organization would make due to word of mouth etc.

ausjack · October 23, 2017, 08:29:05 PM

Yes word of mouth carries a long way and especially in small places like here and it can quickly run your business into the ground. If I don't like the customer service I usually try and find somewhere else to buy from :winkextra: but sometimes that's also hard in small places so the net has been a god send with somethings.

ausproofs · October 23, 2017, 08:36:07 PM

Quote from: 'ausjack' pid='112510' dateline='1508752745'Yes word of mouth carries a long way and especially in small places like here and it can quickly run your business into the ground. If I don't like the customer service I usually try and find somewhere else to buy from :winkextra: but sometimes that's also hard in small places so the net has been a god send with somethings.

Thats it mate... businesses now understand this better than ever due to Internet etc... options are there if you dont like what an organization offer ... power to the consumers.. :yahoo:

robbiegal · October 24, 2017, 08:15:55 PM

Quote from: 'Unicorn' pid='112445' dateline='1508488354'I had a bad one at Bunnings last Monday.

Mrs Uni & I were looking at prices for treated pine lengths and one of the ones we were interested in (25x100x4.8m) didn't have a price on the rack in the yard.

So we went to the "TRADE" counter and asked. The bloke there must have pressed 1800 keys over the next 10 minutes then walked off towards the yard.

So, I followed him, something be was obviously oblivious to. On his way he must have mumbled the F word 5 times along with the remaining phrase which was along the lines of "why we couldn't F************** go out and look ourselves". He got to the rack and I said to him that there isn't a price on it for them. The shelf below had 25x150x4.8's which did have a price ...... yep and out came the tape measure, despite me telling him that they were 150's.

So not only couldn't this bloke use the computer, he couldn't pick a 150 from a 100 without a tape, nor could he listen ......... and he was at the TRADE counter. Fair dinkum.

I advised the "dude" controlling the trade section boom gate of my disgust and whilst he agreed he said he couldn't do anything about it and that I'd have to take it further up the line.

I think perhaps they can stick their timber further up the line. :whistle2:

Take if further up the line Uni - just send an email to bunnings
This guy sounds like a right nutter for someone being in customer service

seedyrom · October 25, 2017, 06:24:12 AM

I had a brief role in a slightly sales based position.
When interviewing the manager was telling me how one of the requirements was getting feedback from customers so that we can improve. "We do that via surveys. Are you able to do that?"
"Oh sure, not a problem. If its just getting a survey completed, it wont be a problem".

Ooooh boy. They were some famous last words.
It is near impossible to get a customer to complete a survey.
When I had to hassle one particular corporate client as we needed a response, they ended up getting the shits and giving a bad response, which then generated a major internal process for client rectification.

Since that role, I've tried to complete satisfaction surveys, as they really are used by the sender.
It doesnt take up that much of your time, and if you dont have a say, you cant expect anything to change.

Ozcoins · October 25, 2017, 07:12:56 AM

If a client gets hassled, something has gone wrong somewhere along the line....

JeffH · October 25, 2017, 07:40:34 AM

EBay is an offender. Send an email asking you to do a survey about your recent customer service experience (after having contacted them about a problem).
Go to the survey and it is a generic survey starting with "On a scale of 1 to 10 how likely are you to recommend eBay to friends and family?" Several questions follow, in the same vein and nothing about your experience or any provision for a comment. I fail to see how useful that would be to them.

Basil · October 25, 2017, 08:16:27 AM

Quote from: 'JeffH' pid='112536' dateline='1508879434'EBay is an offender. Send an email asking you to do a survey about your recent customer service experience (after having contacted them about a problem).
Go to the survey and it is a generic survey starting with "On a scale of 1 to 10 how likely are you to recommend eBay to friends and family?" Several questions follow, in the same vein and nothing about your experience or any provision for a comment. I fail to see how useful that would be to them.

I think the Ebay one is more an 'anti-survey'(or whatever they're called these days),its basically trying to find out how many 'pissed-off' Ebayer's they have as buyers/sellers with a gripe love to vent online.