Are you really going to do anything with that satisfaction survey?


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

I admit I’m very quick to take note of bad customer service circumstances; however, I very rarely take the extra time to actually complain to anyone about my experience. That being said, I considered a situation at my gym last week as just cause. I’d made special plans to attend a Cardio Jump Rope class, and as the instructor began to hand out the jump ropes, it was apparent there wasn’t enough of them and not everyone that showed up was going to be taking the class. I noticed several people that begrudgingly left the class. Luckily, I did get a jump rope; however, all I could think was how irritated I would’ve been if I was one of them.

Let’s be honest, I don’t enjoy going to the gym, it’s a chore. So if I do manage to get there and have a certain agenda in my head, I expect to utilize the services my gym claims to offer. And if my gym, with its hefty monthly fee, can’t even supply the equipment necessary for the class, there’s a problem that needs to be addressed. 

I’d remembered seeing posters around my gym about a Member Satisfaction Survey, so the next day I went to my gym’s website, found the survey, and gave them my feedback. I knew there were a couple of scenarios regarding how the response might play out: that I hear nothing, or that I get a response with an apology addressing my issue.

I got a combination of the two. An automated “Thank You for Taking Our Survey” e-mail letting me know feedback was valued and further stating that they’ve “Improved overall customer satisfaction by over 20 percentage points; but we still have a long way to go.” They also claimed my feedback would be immediately shared with the General Manager of my gym.

That’s all well and good, but it didn’t really do anything for me. By offering the ability for me to provide feedback, they’re setting an expectation that something will happen. Not necessarily a resolution to the specific issue I raised, but at least a “real” response, as happened here. An automated one is fine to confirm that the feedback was received, but it shouldn’t be the only response, particularly when I’ve made a valid complaint. Although they say the feedback was passed on to a General Manager, the e-mail is signed off by a “team” which looks impersonal and a bit lazy.

So even though the response was better than knowing my survey wasn’t sent off to a black hole, it felt a bit smug when I’ve told them how unhappy I am and they throw customer satisfaction improvement points at me.

Hopefully I’ll receive a real response from a human being instead of some computer program … I’ll keep you posted.
 



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