Yes, and always. It's amazing what you'll learn. Good and bad. - Rick Duris

Yep, customer surveys give so so much good feedback it's ridiculous.

A quick tip, by the way.

What I've done from time to time is I've split the surveyees into two groups:

- 50% of them get an invite to an anonymous survey.

- 50% of them get an invite to a non-anonymous survey but will be entered into a prize draw of some kind.

I'm doing this because when comparing anonymous and non-anonymous surveys, the difference in results is typically enormous. People won't tell you how bad you are if they are required to put their name under it - but it's essential to know if people do think that your service is rubbish, you suck at customer support etc.

The typical approach is to announce a prize draw and make the "name" box optional - meaning that you can remain anonoymous if you want but (obviously) you won't get the prize. This DOES NOT work!

Reason is simple - people are greedy and if they're given a choice whether to participate in the draw or not, they always choose to participate. This, in turn, brings us back to the fact that when the survey isn't anonymous you can't expect to get honest answers.

Just my 2p
Bryan