When it comes to web surveys I’m a bit of a masochist. I’ll totally do them just to see how bad they are.
Restaurants are the worst at surveys.
You can tell restaurants are just going through the motions because their surveys are always poorly designed, 50 part multiple choice monstrosities that never ask the only two questions that matter:
1. Would you come back?
2. Would you recommend us to your friends?
In fact, were I to design a survey, I’d ask only those two questions.
Actually, I wouldn’t have a survey at all. I’d give customers the restaurant’s Twitter handle and say “we’ve love to hear from you here.”
Two things I’ve learned from Twitter:
- Twitter is the most frictionless method yet discovered for creating relationships.
- Customer service surveys are a black hole, while complaining about companies on the most viral forum ever gets results.