Company Surveys - Complete or Delete?

Rove

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And yet another company (Disney+) wishing me to fill out an online survey. I wonder if these surveys is just another way for companies to data mine my information. I deleted the email of course but my main gripe would have been yet another price increase is on its way. If I submitted a response by saying I'm about to terminate my subscription would they suddenly respond with, "Oh, we're listening to our customers and cost of living pressures but we're still pushing ahead with the cost increase."

Does anyone here bother with these surveys? Do they actually achieve anything?
 

DallasFanForever

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Nine times out of ten I’ll usually just delete them. The only surveys I’ll bother with are from companies where I’ve actually met them personally and if I feel they deserve some good feedback,
 

Daniel Avery

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They usually run those completed surveys through keyword searches that "filter out" (delete) the ones that say things they don't want to hear, such as complaints about price increases.
 

Crimson

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They usually run those completed surveys through keyword searches that "filter out" (delete) the ones that say things they don't want to hear, such as complaints about price increases.

I work at the corporate HQ for a Fortune 500 (top 50) company which has a dismal reputation with its customers. Some years back, they "got serious" about the NPS (Net Promoter Score) survey as a means to improve its image. When the already obvious became even more obvious --that the main customer complaint was about pricing -- none of the higher ups wanted to hear it.

We put our products in prettier packaging instead.
 

Daniel Avery

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We had a similar survey that employees had to fill out (supposedly "anonymous" but totally NOT) at my previous employer. They made the usual claims that they were going to read the results and form task forces, etc. to address the concerns of the employees.

The results were so bad, so negative that they basically buried the results (not mentioning anything about task forces or anything of that sort) and it was five or six years before they had us fill out another one. Things had gotten worse in the meantime, so I can't imagine how bad that one must have been. Part of why it is a previous employer.
 

Rove

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They made the usual claims that they were going to read the results and form task forces, etc. to address the concerns of the employees.
This is a timely reminder that ours is forthcoming. My business calls it "Your Say". We say stuff alright but one of the most amusing questions they'll ask is, "Do you (me) expect to see any results from this survey?" I always respond with a firm, "No" because we've seen these surveys conducted every year for 10 years and still nothing has changed. I take full advantage in completing the survey by stepping off the floor for an hour or 2. This in itself frustrates my management because they have to serve those pesky customers they constantly wish to avoid.
 

Biggie

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I seldom reply to surveys, the few that I do complete is a tick box thing where I check "happy".

The only one that I actually gave honest feedback was last November, following buying a new laptop at PC World. The staff were excellent and helpful. So filling out the customer experience survey seemed like a way of showing my appreciation.
 

Daniel Avery

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My new employer is doing their company surveys in an interesting way. They pull six or seven people into a room at a time. The facilitator has a handful of cards which have been folded in half and sealed. After he describes what we're doing and why, we get to choose a card from the pile. Inside, the card has a password (actually a number), which gives it a much more random feeling because all the pass-numbers were different and we chose one ourselves at random (rather than them using our employee ID or something). We have a QR code to access the survey or we can use the computers in the training room (which was what I chose*) to do the survey. From what I could tell, we all had the same survey questions but the only "proof" we did a survey was the facilitator accounting for my having been there to do one. I suppose they could narrow it down to one of seven in the room, but it's not like I roasted anyone (this time).

* I have a self-imposed policy that if my employer asks me to do something for them, they have to provide the tools to get it done. I don't use my phone or laptop to do anything company-related. If they ask me to drive to another location/office, then I get something for using my own car (usually gas money). A previous employer tried to force us to wear certain shirts as a "uniform" and I refused to spend my own money to buy company-dictated articles of clothing. A company who demands employees wear a uniform must pay for those uniforms (and they ended up giving us a token amount of money so we could go out and purchase them). Most people are so obsessed with their phones that they were likely thrilled to get a chance to play on it while at work, but I'm...less impressed.
 

DallasFanForever

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We just did our company surveys as well. I’ve never put much stock in them to be honest because I’m more of a person that just walks up to my boss and tells them the problem. I never saw the point in giving them a score on a survey.

What I always find interesting though is they say the surveys are anonymous yet where I work I know for a fact that they can track their score as we take it. Theoretically that means the management can see who’s taken the survey so far and get an idea of who’s bashing them versus who’s praising them. Always found that part intriguing.
 

bmasters9

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I hardly if ever fill out any surveys myself, especially if they claim "we're just asking you a few questions," and then it turns out to be 40 or 50, each with 5 separate choices.
 

DallasFanForever

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I hardly if ever fill out any surveys myself, especially if they claim "we're just asking you a few questions," and then it turns out to be 40 or 50, each with 5 separate choices.
What I really can’t stand is after I fill out the survey sometimes I’ll still get another one a few days later from the same company and it’s exactly the same.
 

bmasters9

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What I really can’t stand is after I fill out the survey sometimes I’ll still get another one a few days later from the same company and it’s exactly the same.

Why would they want you to take another survey the same as the one you just did?
 

DallasFanForever

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Why would they want you to take another survey the same as the one you just did?
I’m not sure, but I notice that sometimes I will fill it out and hit send and then a few days later I’ll get the exact same survey again. I’m assuming it’s some type of glitch on their end but I have seen it.
 

Daniel Avery

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Perhaps related:
My previous employer would send out the "anonymous" employee surveys, which were supposed to be administered by a third party. We would get frequent, auto-generated emails from HR 'reminding' us to do the surveys....but the minute we filled it out, the emails magically stopped. Imagine that! :rolleyes:

So perhaps your survey really IS anonymous, or at least the company isn't receiving your data attached to it, which is why they keep sending it. They literally don't know you already did it.
 

DallasFanForever

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So perhaps your survey really IS anonymous, or at least the company isn't receiving your data attached to it, which is why they keep sending it. They literally don't know you already did it.

That sounds logical to me. What I also find interesting is after the scores are tallied then we will have meetings discussing the score our supervisor received. My opinion has always been, well, if it’s anonymous then why are you going around the room asking all of us to tell you what we said? Obviously pretty much no one speaks up and you have a manager wondering why they received such a low score yet no one has anything negative to say. It’s kind of awkward.
 

bmasters9

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well, if it’s anonymous then why are you going around the room asking all of us to tell you what we said?

That's how I feel-- I thought "anonymous" meant that no one knew who was saying things.
 

DallasFanForever

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That's how I feel-- I thought "anonymous" meant that no one knew who was saying things.
Yes, that’s kind of the intent. At least it was the intent when these kinds of surveys started but I guess when the supervisor gets an unfortunate bad score then someone has to be held accountable. I’m sure they get grief from their supervisors to figure out what went wrong so then here come the meetings with us, the anonymous, but then we’re not really so anonymous anymore. So the whole thing is kind of one big hypocritical mess when you think about it.
 

bmasters9

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So perhaps your survey really IS anonymous, or at least the company isn't receiving your data attached to it, which is why they keep sending it. They literally don't know you already did it.
Maybe because of a site glitch that doesn't let 'em take your completed survey.
 
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