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It seems these days that after every flight, hotel stay, customer service call that I make, I am immediately greeted by an email asking about my experience. Whether it is coming from United or Chase, it appears that everyone wants to know my opinion on how they are doing.
In one week alone, I received five surveys from United, Chase, Delta and Barclays asking my experiences with them. United inquired about a flight I took, Delta wanted to know about my visit to a Sky Club and Chase was curious about how I felt their customer service when one of my cards had a fraud alert on it. Every email had similar wording, along the lines of “We value your opinion and would appreciate a few minutes of your time to fill out a short survey regarding your experience. Each month we ask a small sample of customers for their feedback, so your response really matters to us.”
I met recently with a hotel executive who could not stress enough how important these surveys were and in many cases, go directly to the General Manager of the property and factor highly into performance goals. I guess I never realized how important they were, but honestly I’m so inundated with them, that I generally just ignore them, though I’ve heard that a lot of people take them.
Am I alone here or is everyone else taking these surveys? If so, have you ever gotten any direct feedback from a hotel/airline/travel provider or dare I say… compensation?
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