Closing the loop with surveys. Should we bother? ?
@Ankesh Agarwal got me thinking about closing the loop from surveys where there isn't an obvious fire to be put out.
I've filled out so many surveys where I've never heard anything back. These were typically the 'help us discover how we can serve you better' surveys. I have no idea if action was taken on my suggestions or if my answers made any difference at all. ?
As a result, my desire to 'help discover' is nearly zero unless I feel the company values me and my opinion.
I'm sure I'm not the only person to feel this way.
I'm wondering if there's some way to close the loop with survey respondents so they feel their input is valued.
Does it makes sense to close the loop with NPS where they're a promoter?
What about if their CSAT or CES score is good?
What if they respond and they write that they're happy or satisfied?
Am I totally off my rocker here with even thinking this is valuable or desirable? ? (Yes, feel free to answer this last question too. ?)
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