I visited Eric Mills of You Don’t Know Your Customers and found his post about the Mazda people really interesting. Why would you go out and get customer feedback, but then throw out the “bad” responses only to make your ratings look good? Isn’t the whole point of surveying your customers to find out what your business could improve upon? Needless to say that this has RX-8 owners in a huff.
When will businesses learn that their evil ways will be found out? (By the way, we have a blog here at Know More Media called It’s Bad Business...Must read) Haven’t people learned from the Enron scandal, AOL, Dell, or [enter company with a bad history here]?
The sad fact is that these days, these surveys are used more for advertising than gaining customer insights.
Posted by: Eric Mills | August 21, 2006 9:58 PM | Permalink to Comment