Surveying For Better Customers

(Our store offers a customer service survey to every customer. It’s printed on their receipts. We try to emphasize that customers rate our level of service, and not things which are beyond our control, such as prices or which stores carry what items. The survey takes a couple of minutes to complete, tops. I’m checking our store’s current rating when I read the following…)

Survey Text: “Please tell us why you were not satisfied with your visit.”

Customer Response: “THIS SURVEY IS TOO LONG! Two out of five stars.”

Me: “Err… hey, [Coworker]? Did this woman seriously rate our customer service as a ‘two’ because the survey was too long?”

Coworker: “Yeah, and what’s really ridiculous is that she told me how great [Cashier] was for helping her try to recover her password information for her online account before she left!”