Comments on: When Voice of Customer Surveys can Damage Your Brand

By: Brian Clifton

Brian Clifton — Thu, 20 Aug 2009 15:23:42 +0000

John: lol, your sentiment is common among many web users. I have never met a user who is not annoyed by unsolicited pop-ups – and I ask many!

Thank you for expressing it in writing. I feel this sentiment is the hidden part of the iceberg because the vast majority of people cannot be bothered to contact a web site owner about their poor user experience…

By: John

John — Mon, 10 Aug 2009 23:30:11 +0000

Larry Freed, you and Foresee Results can go to H*ll! As an angry user who sees your popups everywhere, I consider them intrusive spam and nothing else. They popup seconds after I enter a site, while I’m in the middle of browsing, while I’m doing something important like entering my credit card information! Is that doing things right or scientifically? Seems more like you’re pissing off half of your audience. Those who ACTUALLY take the survey get exposed to a way too long list that often contains very prying and intrusive questions. And at the very end, what to do people get? No coupons or drawings for prizes. Just solicitations for more surveys and mailing lists! As rule, if I see your popups, I intentionally give FALSE information. I encourage all the people who are sick and tired of survey popups to do the same!

By: Authority Networker

Authority Networker — Mon, 27 Apr 2009 22:06:23 +0000

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By: Rob

Rob — Fri, 17 Oct 2008 18:46:12 +0000

With no previous VOC data to go on we just deployed 4Q. Will we do it as an on-going collection method? That remains to be seen. But, we also had not heard of kampyle.

Maybe, we’ll try that next after we reach statistical certainty with 4Q.

By: Tim Leighton-Boyce

Tim Leighton-Boyce — Wed, 17 Sep 2008 14:19:31 +0000

Stephane, you have inadvertently prompted me to make another observation about the perils of such VOC systems. I just clicked through to your site. As I type this, the relevant Firefox window (Title is now from your site) still tells me that it is ‘connected to cf.kampyle.com’ while displaying the previous page.

It looks to me as if a delay in retrieving the survey code from Kampyle has halted the rendering of the page. I’ve seen this happen with things like Thawte seals and learnt to keep such code way down at the end of the page, as with tracking code etc.

But if I am right (and I may not be, of course) then this is a ghastly lesson in how such systems can wreck customer experience.

The information and insight is hugely important. I can’t overstate that. I’ve learnt so much and made so many fixes on the basis of such information. But the mechanisms for getting it still need to be refined. For the time being I have to leave requests for the information until much later in the visit. I’d love to know what those low-page-view people were trying to do, but I dare not ask. Yet.