Are Your Employees Blocking Your Customer Satisfaction Surveys?
“In about a week you’ll get a survey from us. It’s pass or fail. If you don’t give us all perfect marks, I’ll be penalized. So, if you don’t like your experience today, please don’t fill out the survey.”
Actual words from an employee seconds after completing a sale with me.
If you’re not getting back as many customer satisfaction surveys as research says you should be getting, you need to check to make sure your employees aren’t blocking feedback.