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Surveys suck

It's increasingly common to receive online surveys, sometimes after using a web-based service, and now just as frequently after doing something in the offline world, such as taking one's car to the dealership.

Maybe surveys don't always suck, but often their results are skewed by simply reflecting the thoughts of those who have time on their hands to answer 15 tedious questions, not the typical real-world business user. I think it was the folks at McKinsey that figured out it was best to ask nothing more than "Would you recommend this product or service to a colleague." Says it all really.

Anyway, at Gaboogie we'll be encouraging as much participation as possible from our users, but we'll promote customer satisfaction simply by making our product good enough that customers will want to use it again, and spread the word.

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This page contains a single entry from the blog posted on March 8, 2007 10:58 AM.

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