If Your Product Sucks

Or if your service sucks.

And you get many customer complaints, what the hell are you doing a customer satisfaction survey for?

Fix it.   Fix your product.  Fix your service. You don’t have to hire a company to do a survey.

I have complained to Avery Labels on at least three occasions about how bad their label software is.  I get a stupid form response from them saying thank you for taking the time to write.

The software never gets fixed.

At least twice a year, I get a request to fill in a survey about what I think about the software.

I already told them.  Why fill out the survey? Of course, I don’t.

I’d like to meet the product managers.  No, cancel that. I can imagine that the product managers are busy doing other stuff, like expanding market share or increasing sales.  They should focus on fixing this product.  I can imagine that they  have no interest in customer satisfaction.  Don’t they realize that if the software was fixed, there’d be a lot of people saying how good the product was, instead of complaining.

The sales would increase too. To put it simply, good stuff sells. Bad stuff sits on the “shelf”.

There are many ways you can show you care about the customer.  A customer survey is not always one of them.

Duh!!


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