via openforum.com
I continue to be asked to participate in customer satisfaction surveys by phone, e-mail and even via “snail mail.” Each time I get such a request, I wonder who’s spending their money just to be misled.
Most surveys ask you to rate your level of satisfaction on multiple scales: numerically from 1-10; by how satisfied or dissatisfied you were—usually at least a 5-level rating, from very satisfied to very dissatisfied, and so on. Then the people (or consultancy who is administering the surveys) “slice and dice” the responses to provide bar charts, line graphs and pie charts. In the end, giving people a lot of answers to choose from yields lots of different answers—in all “shades of gray.”
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