Comments on: How to Avoid Customer Feedback Fraud http://www.researchrockstar.com/how-to-avoid-customer-feedback-fraud/ Research Rockstar for Market Research, that Rocks. Online Training for Market Research. Wed, 01 Feb 2012 08:24:00 +0000 hourly 1 http://wordpress.org/?v=3.1.3 By: Max Israel http://www.researchrockstar.com/how-to-avoid-customer-feedback-fraud/comment-page-1/#comment-288 Max Israel Tue, 26 Jan 2010 09:23:02 +0000 http://www.researchrockstar.com/?p=1450#comment-288 This is an interesting post. A couple of quick notes here... * In retail and restaurants we actually see a very small amount of consumer fraud. When we use bounce-back coupons, for instance, the number redeemed is actually a very small % of the number issues. In most brands, the customer wants to give feedback and is probably already doing so on sites such as Yelp if the company isn't providing a direct means. * The majority of responses from customers in retail and restaurants is a perfect score. The difference between companies that really draw in repeat customers and those who only passively satisfy is (in letter grade terms) an A+ versus an A or A-. "B" players aren't even on the map. My only point would be not to be too surprised to see any one location or team member getting consistently high grades. * We actually use software to keep people from gaming the system, but (to be honest) it wasn't a great investment of dev budget for us! Very infrequently happens. If you're asking for feedback right and are sharing it with team members right then it doesn't really come into play. Keep up the great blog! Max www.customerville.com This is an interesting post. A couple of quick notes here…

* In retail and restaurants we actually see a very small amount of consumer fraud. When we use bounce-back coupons, for instance, the number redeemed is actually a very small % of the number issues. In most brands, the customer wants to give feedback and is probably already doing so on sites such as Yelp if the company isn’t providing a direct means.

* The majority of responses from customers in retail and restaurants is a perfect score. The difference between companies that really draw in repeat customers and those who only passively satisfy is (in letter grade terms) an A+ versus an A or A-. “B” players aren’t even on the map. My only point would be not to be too surprised to see any one location or team member getting consistently high grades.

* We actually use software to keep people from gaming the system, but (to be honest) it wasn’t a great investment of dev budget for us! Very infrequently happens. If you’re asking for feedback right and are sharing it with team members right then it doesn’t really come into play.

Keep up the great blog!

Max
http://www.customerville.com

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