The Customer Service Survey
More survey cheating
Fri - March 9, 2007 01:49 PM in
Just to prove that the story about the Toyota dealership which cheated on satisfaction surveys isn't a unique case, today The Consumerist has an article about how a Marriott franchisee manipulated its guest satisfaction survey.
The culprit, as always, is the toxic combination of a financial incentive to improve survey scores, and a survey process which is too easy to manipulate.
The solution is to improve the survey, to make it harder to cheat and easier to detect the people who are manipulating the results.
Posted by Peter Leppik
The solution is to improve the survey, to make it harder to cheat and easier to detect the people who are manipulating the results.
Posted by Peter Leppik
Posted at 01:49 PM | | | | |