The negative effects of surveys: how they can create unwanted interactions with customers and collect unwanted data
Surveys can be a valuable tool for assessing performance and customer satisfaction. However, if used incorrectly, they can have negative consequences. Surveys can create unwanted interactions with customers, collect unwanted data and generally make customers uncomfortable.
Below are some of the negative effects of surveys and how to avoid them.
Unwanted interactions with customers
Surveys can disrupt normal interactions between customers and company personnel. If conducted incorrectly, they can make customers feel uncomfortable or annoyed. For example, if customers are asked to fill out an online survey before finalizing their purchase, they may feel compelled to do so and consequently have a more negative shopping experience.
To avoid this, it is important to make sure that surveys are short and simple enough so as not to interrupt the buying process. It is also important to make sure that company personnel are willing to answer questions about the surveys if necessary.
Collection of unwanted data
Another potential problem with surveys is that they can collect unwanted data. For example, if customers are asked if they are satisfied with the product, some may respond negatively if they have not had the opportunity to use it yet. This can be confusing for the company and can lead to poor decision making.
To avoid this, it is important to ensure that the survey questions are specific enough. It is also important to provide clear instructions on how to respond to the survey.
In general, surveys can be a valuable tool for assessing performance and customer satisfaction. However, it is important to be aware of their potential negative effects and make sure to avoid them.
