Just Say No to Surveys

What's with all the customer feedback surveys these days?

Every time I order something online, I receive an e-mail requesting my feedback. I ordered a black ink cartridge for my printer, and received a request for feedback about the cartridge. What is there to say about an ink cartridge? I really liked it? It was the best black ink cartridge ever?

Recently I signed up with DirecTV and since then I have received no fewer than three phone calls, two letters and one e-mail asking me to complete a 15-minute survey. 

I ordered a winter parka to replace one that had worn out. Although I did not provide the requested feedback, I could have commented on the apparent quality of the item, or whether the size is what I expected. This type of survey can be useful to potential buyers, and I do look at online reviews of products I am considering buying. Ink cartridges? I think not. But generally I do not provide feedback or complete customer surveys.

Even cash register receipts often come with a request printed below the amount paid to go online and complete a survey about that day's "shopping experience."

I also got a survey from the electric company that serves the area where I live, asking for feedback about its budget billing program. Really? Why doesn't the company ask what customers think about its 20 percent rate increase for the next two years, on the heels on this year's 9 percent increase? That is something I would gladly comment on.

I even had a car salesman tell me at the end of the transaction that he "had to" get all fives on the survey, and he would get 'dinged' if he didn't. That told me everything I needed to know about the validity of the survey. 

The medical group that employs my doctor even sends out surveys to ask about my experience during my recent appointment. Enough already! If I have a complaint about a service or a product, I will not hesitate to let the organization know. But I'm not going to complete a multi-page survey after every visit.

Whenever I have given negative feedback to a company, if I get any response at all, it's nothing more than a "sorry for the inconvenience" canned response. This makes me wonder whether the companies are simply looking for ringing endorsements to use in their advertising, rather than showing a genuine interest in customer opinions of their products. And of course, there's always the data mining aspect, in which business seek to gather as much information as possible about their customers. I refuse to indicate my age, income or marital status. That's none of the company's business.

My first thought when I get these surveys is "What's in it for me?" Some surveys offer a chance to win a gift card or some other prize, which I have yet to win. I will do surveys from companies with which I travel because it seems from past experience with these companies that my feedback is, in fact, given due consideration. But I'm not going to spend 10 to 15 minutes completing a survey about some product I bought (such as an ink cartridge or other such insignificant item).

Perhaps if my constructive feedback or complaint actually resulted in a thoughtful response, I would be more inclined to respond to survey requests. Until then, I will continue to be part of the growing number of consumers that deletes or tosses the endless parade of surveys and feedback forms.