Most of us want feedback from our customers. The problem is that in a retail environment we are stuck using traditional comment cards. These are typically ineffective. Most of the people that fill out surveys are:
1. Very Happy
2. Very Unhappy
3. Get compensated for it ($2 off next visit or order)
If we must use comment cards, Leona’s in Chicago does it in a smart way. They have a card that says, “Don’t Cuss, Write Us.” They make it fun to fill it out. Their rating scale is:
1. No Way!
2. Not There Yet
3. Close, but no cigar
4. Pretty Close
At the end, they say, “Anything else you want to get off your chest? Gotta Talk? Call Bill T or Laura W at 773-XXX-XXXX.”
Do you use comment cards? How do they work for you?