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Survey Mania

Survey Mania

Surveys are notoriously weak sampling tools. They are self-selective, in that they usually prompt responses from those very happy and those very unhappy—but not all those people in the middle or those who are so fed up with you that they’re apathetic. Here’s a novel suggestion: Talk to people

One of the hotels I frequent sends a brief message every day during the stay: Are we doing okay for you? What could we be doing better?

Afterwards is usually too late, right?

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

Comments: 1

  • April 25, 2022

    So true Alan.

    Most current surveys are noting but PR. Companies are fishing for quotes to use in promotion and ‘ratings’ for social media. On the flip side, they are trying to avoid big lawsuits by either revealing issues or by saying ‘we asked and s/he never mentioned it…’ I used to own and operate a marketing research firm — a true scientific firm, but as internet surveys of SELF SELECTING samples, as you mentioned became available, less and less companies wanted to know the truth.

    By the way I am writing this while staying in an AirBNB in Barbados. The owner, who must be in her 80s checks with me every morning and every evening to see if I have all I need, if there is anything she can do to make things better. And if she misses me in the room because I left early or cam back late she sends me a text message with the same questions! I agree, much more valuable than the survey AirBNB will be sending me after I leave.

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