You may recall I mentioned my 14+hr layover in Copenhagen.
Expedia’s robo-marketing rather cleverly (for an AI) sent me a survey asking me how happy I was with my flight(s). Have a nice day, survey-bot! I hope you enjoy my “input” into your marketing “communications channel.”
As I was answering the survey, it occurred to me that there is absolutely zero benefit for the user to answer any surveys in any way less than complaining consistently and ruthlessly about everything. Because, either they will stop sending surveys (and we win) or they will frantically improve things (and we win) or perhaps they’ll help their marketing people find work on useful humanitarian projects (and we win).
Haven’t these people thought about game theory? And, for that matter, don’t they understand self-selected sampling bias? When you do a customer satisfaction survey you’re going to get mostly the very unhappy, who are grumpy enough to take 30 seconds out of their busy day to hammer out their misery on your customer satisfaction form. What really would have taken the cake would have been if I’d been trapped in the middle of my 14+hr layover in Copenhagen and it had asked me, “since you’ve got some free time, why don’t you answer our survey?”
From now on, I think I am going to respond to every survey I ever get, carefully “going negative” only on one randomly-chosen issue so that I don’t get thrown off the data-set for being an outlier. The whole idea cheers me up immensely.
By the way, the SAS lounge in Copenhagen airport gets 5 stars from me! As does the kindly Swedish gentleman who got me in there.