Earlier this month, my wife and I ordered some flowers online for some family members who had helped us out in a pinch with watching the kids. I've ordered a number of times from them before, and they always provide a quality product with decent customer service (e.g. the one time the order came with a broken vase, I called and they rushed out a duplicate bouquet the next day with a replacement vase). But recently they did something that just struck me as a little bit ridiculous.
A week after placing the order online, I received an email directing me to a customer satisfaction survey about my orders. I typically fill these out if I have the time, as I figure it is my chance to get my voice heard, even if all I have to say is good things about the company. I filled out the survey, giving them good marks on almost every area. The only section I gave sub-par ratings to was the shipping costs. Almost all of these flower services have to charge a relatively large amount for shipping & handling, so this company was not above average in shipping prices. However, it still was, in my opinion, beyond what I would want to pay for shipping a product that already is costing a decent amount. So I marked the survey as "Not satisfied" with the shipping costs, and put in the comments that I wish shipping charges were reduced or made free to help ensure I continued being a customer.
About a week after that, I got a call at home at about 8 PM from a customer service rep. She wanted to let me know that they had received my comments and that they were indeed passing them on to be considered. That was the entirety of the call. Just informing me that the survey that I had submitted had been processed, and that someone was going to look at the answers I gave.
Then, this morning, I received an email from the company asking me to take ANOTHER quick survey, this time to see if my "issue" had been resolved. So, in their mind, I created an issue by filling out the survey, and their "resolution" was to let me know that they were going to look at the results.
I filled out this second survey. I clicked "No" when they asked if my issue had been resolved. In the comment box, this time, I mentioned that I really didn't see a need to contact me to let me know that my comments were being reviewed, as that was sort of implied by me filling out and submitting the survey.
How much do you want to bet I'll be getting another call in a week, letting me know that my latest comments are going to be considered in an upcoming survey review?
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