OMG I just took a horribly written online survey. I can be critical by nature (ask my teenage daughters) but this one really was bad. It violated the rules of writing smart surveys, asking the right questions and keeping your audience engaged.
Here’s what I experienced:
So now I’m judgmental and crabby and thinking negative about this provider and here’s the kicker: The survey landing page is “Congratulations, you qualify to be on our customer panel!” Is this good news? Because I gave low ratings it would not have been hard to set up logic to display this type of message: “We are sorry to hear you have rated us lower than what we’d like to see. We are working hard at improving our services and would like ongoing feedback from you Kara, to check in and see if we are on track with our changes. Would you be willing to hang in there with us and provide feedback on a monthly basis?”
See, I like them better already because I suspect that is what they want to do. Okay Mediacom, I’ll hang in there with you and give feedback. You don't even need to provide incentives. Improved service would be incentive enough.