Randisi & Associates

Pre-Employment Screening Specialists

RANDISI & ASSOCIATES, INC.

410.336.0287
Contact Us
  • Home
  • Services
    • Background Investigations
    • Drug & Alcohol Testing
      • Urine Specimen
      • Oral Fluid Testing
    • QuickApp and QuickApp Pro
  • About Us
    • Why Randisi Associates, Inc.?
    • Testimonials
    • Testimonials in Chesapeake Human Resources
    • Privacy Policy
    • Consumers
  • Resources
    • Marijuana in the Workplace
    • Employment Screening & Drug Testing
    • Negligent Referrals?
    • Interview with Larry Wilner
    • Drug Testing Seminars
  • Partners
  • News
    • Background Checks
    • Business Success
    • Drug Testing
    • Personnel Management
    • Employment News
  • Request A Quote
  • Contact Us
  • Client Login
    • CRL Order Form
  • Payment
You are here: Home / Business Success / Does Your Firm Respond to Feedback in Customer Surveys

Does Your Firm Respond to Feedback in Customer Surveys

December 12, 2024 By Jim Randisi

Did you know that 72% of customers say they never hear back from the company or brand after completing a customer survey. Shep Hyken provides three lessons in one of his recent blog posts.

Shep Hyken has done a lot of business with this company over the past five years, and it’s always been a great experience. About twice a year, they send out a survey. He has always shared glowing comments and high scores – until recently.

First, a little background. The surveys are always short, and because he likes the company, he always fill them out. Then he recently had a bad experience. He told his wife, “I hope they send the survey now because I’d like to tell them what happened.”

By coincidence, a survey arrived in his inbox. It had two questions. The first asked, “On a scale of 1-10 (where one is not likely and 10 is very likely), how likely would you be to do business with us again?” He gave them a four.

The second question asked why. He told them “I’ve enjoyed doing business with them, but in my recent experience, they made several mistakes. I shared what happened and also mentioned that despite the bad experience, I would continue to do business with them again. In other words, they were getting another chance. I also mentioned that if I were a first-time customer, I would most likely not come back.”

There was one optional question asking if they could follow up with him. He shared his contact information, but unfortunately, he has not heard from them. It’s now been a month, and it may be time to stop hoping for a response.

In recent CX research (sponsored by RingCentral), there is an entire section devoted to surveys, and two findings apply to this experience:

  1. 72% of customers say they never hear back from the company or brand after completing a survey.
  2. 71% assume the company or brand won’t make changes after receiving their feedback.

So, here are three lessons we can take away from this experience:

  1. Keep the survey short. The company did this well. A few questions that take the customer a minute or two to answer will provide insight into their level of happiness and why they feel that way. If you want more information, ask permission to send a longer survey.
  2. Send the survey at the right time. This company gets a perfect score for timing. Keep in mind that sending it out three weeks after the experience is way too late, and sending it out before the experience is over is obviously too soon. (Yes, it happens!)
  3. Acknowledge the customer! Failure! This may be the most important lesson, and it is what this short article is all about. If the customer is willing to spend time sharing their opinion, thank them for doing so! And, if appropriate, acknowledge their specific feedback and let them know how you are using it.

James P. Randisi, President of Randisi & Associates, Inc., has been helping employers protect their clients, workforce and reputation through implementation of employment screening and drug testing programs since 1999. This post does not constitute legal advice. Randisi & Associates, Inc. is not a law firm. Always contact competent employment legal counsel. To learn more about the rights of employees who test positive for marijuana, Mr. Randisi can be contacted by phone at 410.336.0287 or Email: info@randisiandassociates.com or the website at Randisiandassociates.com

Filed Under: Business Success

Testimonials

Video testimonial from Rebecca Yarrison Miller's Minuteman Press Owings … Read More>>

Latest News

  • Pair of Companies in the Trucking Industry Says Positive Marijuana Tests And Federal Regulations Contribute to Driver Shortage
  • Supreme Court Ruling Just Changed the Rules for Cannabis Liability Cases
  • Five Things Not to Do When Giving Gifts to Customers and Employees
  • Random Drug Testing Regulations for Safety-Sensitive Positions Upheld
  • Understanding Adverse Action Steps in the Hiring Process

Afilliate Organizations

Tazworks NAPBS

Request A Quote

How can we Randisi and Associates assist your organization with background checks, drug testing and pre-employment screening?


CLICK HERE to Request a Quote or Consultation

Contact Us

Phone: 410.336.0287
Fax: 410.296.6131

1810 – J York Road PNB # 185
Lutherville, MD 21093
Contact Us

PRIVACY POLICY

©2025 Randisi & Associates, Inc. All Rights Reserved. Site by SPARKS!

We use cookies to make sure you get the best experience on our website. You can learn more by viewing our Privacy Statement.AcceptPrivacy Policy