I wanted to boost the usefulness of my iPad with a Bluetooth Keyboard, and ultimately got the sleek and delightful Logitech Ultrathin last weekend.
As it happens, I used BestBuy Canada's online option that allowed me to reserve the item for in-store pickup. You don't have to pay in advance, but you do have to provide basic contact info, including your e-mail address.
The purchase itself was uneventful. Go to store, pick up item, pay for item, head home. Worked well, I would do it again, except...
Yesterday, five days after the purchase, I started receiving requests for feedback via e-mail.
On Thursday, I deleted 15 such requests. This morning, I see there are 11 more in my e-mail. EEK!
In self-defense, I decided I should answer the darn thing, provided by ForSee.
The Ugly Deconstruction of the Survey
The e-mail promises a 5 minute survey. This in itself seems crazy to me. It should be more like a 30 second survey, with about 3 questions. But wait till you see it.
There are 34 questions, and 32 of them are marked * meaning you can't finish the questionnaire unless they are answered. This is an odious practice in itself, because it's so one-sided. I might be willing to answer a few questions, but these questions are silly.
They've decided there's a model involving a lot of factors, and they're going to make me answer every question in the model.
Naturally, I am not going to get a thing for investing my time in this.
I thought perhaps there would be a place for open-ended comments, which there is. However, the survey makes it clear that no one will follow up on my comments.
I love the part that says "If you would like us to contact you about your feedback... visit the contact us part of the web site."
There are several links at the bottom of the page, but none of them go directly to a contact page, or even better, spawn an e-mail or contact form.
Interestingly, as soon as I clicked through to the Forsee site, YET ANOTHER survey opened up!!
Yesterday, I posted a Tweet to @BestBuy about the multiple survey invites arriving. They actually did respond, and copied their response to @BestBuyCanada.
For the record: I am not answering your hideous questionnaire. And if you loved your customers, you wouldn't ask them to do this.It's a hideous process, even if it was working correctly.