Just back (and I mean JUST back...like within 18 hours of check-out) from a conference, and I receive an e-mail survey from my hotel, asking about my experience. Which is great, as I love their interest in getting my reaction to the experience before I begin to forget.
But, some of the questions are just idiotic.
Have you told anybody about your experience? Who am I gonna tell in 18 hours (8 of which were just spent sleeping)? The shuttle driver? The gate agent at the airport? My seat meat on the plane? Terri?
But, that's not the dumbest question. The survey goes on to ask whether the hotel and staff exceeded my expectations on a 5 point scale with 3 being "met expectations."
This is possibly the most useless question that any business can ask because there is absolutely no frame of reference.
The hotel is clearly hoping for a "5" on all aspects of my stay. And, if I stayed in two or three hotels a year, I might given them those coveted "5s." But, I stay in a lot of hotels. And, while my stay was quite nice, thank you...it was expected. Thus, I answered the survey with "3s," which will probably make somebody at corporate nuts.
But, my "3s" are like a virgin's "5." Except, there's no way for them to know that because they didn't bother to ask a qualifying question to better understand to whom they were talking. Thus, the answers they harvest mean nothing.
But, thanks for playing.