Have you ever taken one of those surveys that Microsoft presents you from time to time? Who comes up with these surveys?!1?!1?!1?! (one oneado for those who understand!)
If you take a survey from MS it is something like this:
“The following survey consists of 12325 questions that all look the same, it will take you about 3 hours and we are not so sure we will take your response too seriously, we will just average it with the rest. Thanks for all the fish!”
I know that asking a bazillion 1 to 10 questions makes the survey easier to grade and come up with averages and all sorts of charts, complexity all around which makes these people feel important. But it forgets the most important thing, the customer.
When you have a survey, focus on the customer and leave it an open response with perhaps just a few options. Let your customer tell you their experience and either you or hire people to analyze the response and file them accordingly.
I just took Fitbit’s support survey and loved it. Simple, focus on the customer, open answer. Let your customer provide you with the info you need and do the hard work on your end! You will get more of what you need.
Also Kudos to Fitbit on their support, it was great and so its their product.