At 09:35 PM 3/6/01 -0800, you wrote:
> <SNIP> The
> only opinion
>I have about those "surveys" on customer satisfaction, is that you will
>ALWAYS have some customers who are happy and some who are not & the norm is
>that If you've had a good experience with someone - you tend to tell a few
>people (2-5) & if you have a bad experience with someone you generally tell
>several people (10-20) Its just human nature to complain. Therefore, fewer
>bad experiences can still outweigh many good experiences.
>If the surveys are used to provide feedback, I think only the results of
>that survey would be the best way to express the attitude of the customers.
>Not each post of someone either bashing or praising the service. That way
>the general appeal, (or lack thereof) is expressed as a percentage that
>reflects the feedback, eliminating the bashing, & negativity that tends to
>scare people off & also shows the good feedback that was received as well.
I was thinking of a set-up more along the along the lines of the DML Event
or Profile pages.
The example that came to mind was the one that I saw on this site:
Personally, I would like to see some or all of the fields be required fields
before submission is accepted. In this way, some of the concerns mentioned
above so that DML members can have as an objective description of a real,
personal experience with the product/service as possible. The onus, as it
always should be, is on the reader to decide how much and what kind of
weight to place on the submitted information.
I copied this example at random from the above site and it is only
used as an example ... nothing personal.
Date: 18DEC2000
Company: ProComp
Product: ProComp 33x12.50 Mud Terrain Tires
Model: TJ
Opinion: Save your money!
E-mail: jdh@earnhardt.com
Details: These are the worst tires I have ever purchased. The tread was
great and would climb almost anything but the sidewalls where paper
and wouldn't hold up to Arizona 4Wheeling. My opinion, THEY SUCK!!!
I would say that, at a minimum, the Company, Product, Model, Opinion,
E-mail, Details should be required fields. The Opinion field could be
a drop-select type of field with Highly recommend, Lightly recommend,
Do not recommend options. I'm sure someone can come up with
more suggestions here.
Email field is a must at a minimum. This will allow the user to do
a private query on the details, if so desired. If the query gets no response,
report it, and that entry could be zapped by the admin. One thing that
I think is needed to have some degree of value and success with an evaluation
page like this is that there be no anonymous submission. The strongest
requirement would be full name disclosure but that I don't think that
that would be in synch with the philosphy of the DML.
My own personal comments on the above sample Details field is that
"worst tires", "they suck" comments obviously add nothing to the evaluation
and I would treat them as such. "The tread was great ... would climb
almost ... sidewalls were paper ..." might cause me to make a personal
query to the submitter for a bit more details if I had been considering
these tires.
Sorry for the length. I look forward to seeing if other members would
find something like this of value and, if so, how it can be improved.
Bob
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