Joined: 19 May 2007 Posts: 206 Location: Camp Verde, AZ
Posted: Wed Jan 09, 2008 10:21 pm Post subject: How accurate are surveys?
Bud’s comment on the Dealers surveys got me to wondering just how accurate most surveys are? What are the people doing the survey really trying to accomplish? Do they want a good rating or honest feedback?
From the follow up surveys that I have taken It seems that the questions are structured to get a certain response. The survey was not designed to get accurate, truthful information, but rather a good score.
I think that someone needs to have a survey rating of XX or higher. Rather than improve service to reach that number, they change the questions in order to get there. In doing so they may reach their goal but it is to the detriment of the rest of the company.
_________________ David Wittmayer
Owner / Manager
Hansen Enterprises Fleet Repair, LLC
Camp Verde, AZ
www.hefrshop.com
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Thu Jan 10, 2008 8:19 pm Post subject: Re: How accurate are surveys?
Hi Dave,
Dave wrote:
Bud’s comment on the Dealers surveys got me to wondering just how accurate most surveys are? What are the people doing the survey really trying to accomplish? Do they want a good rating or honest feedback?
From the follow up surveys that I have taken It seems that the questions are structured to get a certain response. The survey was not designed to get accurate, truthful information, but rather a good score.
I think that someone needs to have a survey rating of XX or higher. Rather than improve service to reach that number, they change the questions in order to get there. In doing so they may reach their goal but it is to the detriment of the rest of the company.
I agree and have always felt surveys were a waste of time. I am not so concerned with how I am doing as I am with what can I do better. I wonder if the survey says everything is okay, does that mean we should stop trying to improve?
A client can only rate a shop, based on their experience with other shops. A good rating means only that the shop is as good as other shops the client has seen. I feel that is far shy of where I care to be. I wish to continually innovate and become something much better, that has not previously existed.
I know I am doing okay when I am meeting my aim, “continuing ethical profits.” A one-week backlog, 20% annual growth, people sending testimonial letters and emails, even people bringing out of town guest to see “Their automotive shop,” is the most accurate survey I know of.
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Fri Jan 11, 2008 4:13 pm Post subject: Re: How accurate are surveys?
Dave wrote:
Bud’s comment on the Dealers surveys got me to wondering just how accurate most surveys are? What are the people doing the survey really trying to accomplish? Do they want a good rating or honest feedback?
Hi Dave,
I thought about your post again this morning. There is a large brake manufacturer who’s hydraulics and rotors we've used for a long while. In the last six-months we have seen a large increase in problems with their products.
My vendor arranged a meeting with the factory representative to discuss our concerns. I told him of the problems and then showed him about a dozen brand new products that did not even meet his specifications.
After a fair amount of glad handing, he pulled out two surveys. One showing their quality was better than ever, another showing customer satisfaction was quite high . . .
Joined: 19 May 2007 Posts: 206 Location: Camp Verde, AZ
Posted: Fri Jan 11, 2008 7:15 pm Post subject: Re: How accurate are surveys?
louis wrote:
My vendor arranged a meeting with the factory representative to discuss our concerns. I told him of the problems and then showed him about a dozen brand new products that did not even meet his specifications.
After a fair amount of glad handing, he pulled out two surveys. One showing their quality was better than ever, another showing customer satisfaction was quite high . . .
I had something similar happen several years ago with fan belts. The rep came out and did everything but admit there might be a problem with the product. He never did get the point. Funny thing was, I ran into him a year later. He was telling me how much the belts had been improved recently.
_________________ David Wittmayer
Owner / Manager
Hansen Enterprises Fleet Repair, LLC
Camp Verde, AZ
www.hefrshop.com
Joined: 04 Sep 2007 Posts: 47 Location: Grand Rapids, MI, USA
Posted: Sat Jan 12, 2008 5:33 pm Post subject: Re: How accurate are surveys?
Dave wrote:
Bud’s comment on the Dealers surveys got me to wondering just how accurate most surveys are? What are the people doing the survey really trying to accomplish? Do they want a good rating or honest feedback?
From the follow up surveys that I have taken It seems that the questions are structured to get a certain response. The survey was not designed to get accurate, truthful information, but rather a good score.
I think that someone needs to have a survey rating of XX or higher. Rather than improve service to reach that number, they change the questions in order to get there. In doing so they may reach their goal but it is to the detriment of the rest of the company.
The problem with surveys is that most of them are useless. Mitch Schneider showed us the right to do them. We ask about 6 open ended questions requiring essay replies. The results were extremely useful and showed clear weak points and strong points.
_________________ Tom Ham
AutomotiveManagementNetwork.com - Hams Management Systems
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Sat Jan 12, 2008 8:13 pm Post subject:
Eric J. wrote:
Louis, from your post I take it you do not like surveys. Could you explain why?
Hi Eric,
It's not that I don't like surveys, I neither like nor dislike them. I think they are often misused to make people feel they are doing better than they are. I feel this is not only a waste of time, but detracts from actual improvement that should be an on going continuous process.
I believe it is up to management to innovate and everything in the company should be open to scrutiny at all times. A survey might have shown folks were pleased with carburetors. They might have preferred one carburetor over another, but I think that missed the point. It may have made the company with the better survey feel warm and fuzzy but innovating fuel injection was time far better spent.
Meeting the aim of the business is a more reliable indicator of the client. If growth and profit over time is the aim, that is very straight forward to measure. Thanks Eric, I appreciate your interest.
People say the 'right' way verses the 'wrong' way to probe customers' minds. There are better ways verses poor ways, not one 'right way.'
However, if you had to sell something, it sells better if packaged as 'the right way.'
The best way I know, however, is to have an outside, unbiased person talk with your customers. People with British accents are always in demand for that job (as well as for receptionists). Americans love conversing with people who have British accents.
Here is a true story. A bill collecting company always had outstanding written survey scores; high marks. Then somebody had the bright idea to simply have a person call and converse with their customers instead. No direct questions, just simply have them talk about the company.
The results were shocking; people hated that company. The disdain came through in remarks said, things left unsaid, tone of voice, the 90% of substance that conversations are made of.
Since learning that I've never had much respect for written surveys.
Joined: 19 May 2007 Posts: 206 Location: Camp Verde, AZ
Posted: Sat Jan 12, 2008 9:22 pm Post subject: Re: How accurate are surveys?
Tom Ham wrote:
The problem with surveys is that most of them are useless. Mitch Schneider showed us the right to do them. We ask about 6 open ended questions requiring essay replies. The results were extremely useful and showed clear weak points and strong points.
Tom,
I find that if I get the wrong answer it is usually because I asked the wrong question. If you do not mind, I would be interested in the six questions. What process did you use to decide whom was going to answer them?
Thanks,
_________________ David Wittmayer
Owner / Manager
Hansen Enterprises Fleet Repair, LLC
Camp Verde, AZ
www.hefrshop.com
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
FAQ
Search
Memberlist
Usergroups
Profile
Log in to check your private messages
Log in
