Comments on: Why Customer Input Doesn’t Always Matter http://www.thesmallcompanyblog.com/TheBlog/2009/12/when-customer-input-doesnt-matter-the-myth-of-measuring-customer-satisfaction/?utm_source=rss&utm_medium=rss&utm_campaign=when-customer-input-doesnt-matter-the-myth-of-measuring-customer-satisfaction Articles, Tips and Resources for Managers and Owners of Small Companies. Because There is a Difference. Sun, 29 May 2011 09:21:37 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Eric_Rudolf http://www.thesmallcompanyblog.com/TheBlog/2009/12/when-customer-input-doesnt-matter-the-myth-of-measuring-customer-satisfaction/comment-page-1/#comment-717 Eric_Rudolf Mon, 10 Jan 2011 18:35:16 +0000 http://www.thesmallcompanyblog.com/TheBlog/?p=565#comment-717 Thanks for taking the time to reply, Christina. It's always nice to have an article backed up by someone who works in the industry full-time. Companies like yours serve a very important marketing purpose---running a customer survey is never as simple as signing up for a month of Zoomerang access, then typing questions into a canned interface. Good luck to you! Thanks for taking the time to reply, Christina. It’s always nice to have an article backed up by someone who works in the industry full-time. Companies like yours serve a very important marketing purpose—running a customer survey is never as simple as signing up for a month of Zoomerang access, then typing questions into a canned interface. Good luck to you!

]]> By: Christina DeArment http://www.thesmallcompanyblog.com/TheBlog/2009/12/when-customer-input-doesnt-matter-the-myth-of-measuring-customer-satisfaction/comment-page-1/#comment-716 Christina DeArment Mon, 10 Jan 2011 17:01:19 +0000 http://www.thesmallcompanyblog.com/TheBlog/?p=565#comment-716 Great article, Eric. As specialists in customer satisfaction feedback, TeleSight finds a lot of our clients being tempted to ask as many questions as they can think of in their survey. "We have their attention, we need to take advantage of it!" The problem is more questions=longer survey length=less customer participation. When working with clients we have a conversation about "Nice to know" questions and "Necessary to know" questions. For instance, why ask customers about pricing? They will always want to pay less. More information about that here: http://telesight.wordpress.com/2010/12/08/are-you-asking-too-much/ I'm looking to following you on twitter. Christina DeArment http://www.telesight.com http://www.telesight.wordpress.com http://www.twitter.com/telesightinc Great article, Eric. As specialists in customer satisfaction feedback, TeleSight finds a lot of our clients being tempted to ask as many questions as they can think of in their survey. “We have their attention, we need to take advantage of it!” The problem is more questions=longer survey length=less customer participation.

When working with clients we have a conversation about “Nice to know” questions and “Necessary to know” questions. For instance, why ask customers about pricing? They will always want to pay less. More information about that here: http://telesight.wordpress.com/2010/12/08/are-you-asking-too-much/

I’m looking to following you on twitter.

Christina DeArment

http://www.telesight.com
http://www.telesight.wordpress.com
http://www.twitter.com/telesightinc

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