What Harward has to say about lengthy surveys
- They take too much time!
- No follow-up action on specific complaints.
- No learning from the feedback.
- Their surveys are always quick and short
- They take direct action on the specific issues I raise.
- My input makes a difference for other customers
By ROB MARKEY : Rob Markey is co-author, with Fred Reichheld, of the forthcoming book: The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World. He is a partner in Bain & Company’s New York office and head of the firm’s global Customer Strategy and Marketing practice.
