Striving for 5


Should you gently nudge your customers to give you a high score on their Customer Service Survey?

Recently, I was shopping in one of my favorite stores – they have clothing and accessories for men, women, kids, infants; they have house ware and pictures and exercise stuff, etc. It’s a great place to shop for gifts, as well as for yourself.

Anyway, when I got to the cash desk to pay for my purchases, the cashier was unusually…and, I must say, unaturally… sweet and I knew immediately that something was up – you know the kind of talk that is clearly for show?

I was right…something was up. At the end of the transaction she handed me my receipt and circled a website name printed on it. She said I should complete the survey online and I would have a chance to win $1,000. She added “remember, we strive for 5”.

Also, she had stapled a small blue piece of paper, with a note on it, to my receipt. It was a reminder, to me, that they are striving to score “5” on the survey.  

So, is it a good thing or a bad thing to nudge your customers to give you a “5”? What do you think? Was this great work by an enterprising Store Manager? Or a ploy to ‘game the data’ on the Customer Service Survey? Would you do it? If you’d like to tell us what you think, please go to www.facebook.com/dmsretail and leave your comments.

All the Success!
DMSRetail Inc.

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