Joe Stanganelli

If You Want Better Data, Change Your Culture

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Zimana
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Re: Data collection
Zimana   12/12/2011 6:09:54 AM
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Seth,

I agree with the analogy as well as the point.  Survey feedback needs to be done private from the subject so that the feedback remains unbiased as possible.  Asking someone directly creates a semi-dishonest response - Tell someone they did a bad job can be tedious and be a cul-de-sac when it comes to solving a problem.  It's not a great thing to say to someone's face, even if the job was done poorly. Usually the knee-jerk response is to provide an explanation and try to jiustify. Survey comments can reveal a general thought even if the comments vary to a degree.

SethBreedlove
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Data Doctor
Re: Data collection
SethBreedlove   12/2/2011 10:22:46 PM
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I have had sales people ask me directly to score them well, but the survey was never in person with them.  Usually, a person will ask me if they provided excellent service or ask in a less direct way. 

Either way, the person who the survey is about should never be present at the survey or able to influence in everyway.  It would be like a waiter being able to help himself to your wallet. 

SethBreedlove
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Data Doctor
Re: Data collection
SethBreedlove   12/2/2011 10:22:45 PM
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I have had sales people ask me directly to score them well, but the survey was never in person with them.  Usually, a person will ask me if they provided excellent service or ask in a less direct way. 

Either way, the person who the survey is about should never be present at the survey or able to influence in everyway.  It would be like a waiter being able to help himself to your wallet. 

Broadway0474
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Re: Data collection
Broadway0474   11/27/2011 9:10:29 PM
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Ariella, good point. Sales quotas are one reason they might be asking you at the register which associate helped you. Could they also be analyzing how many customers require assistance and which don't in order to plan how many associates they need on a shift?

Ariella
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Re: Data collection
Ariella   11/26/2011 8:05:21 PM
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@tinym I'm not very into shopping either. But, as I said, this store is on my block, and I went in after seeing the sale signs.  I did find a sweater that pretty much met my goal. Then the coats for men caught my eye because they were 50% off, and I was assured they were returnable (that was one of my questions). I bought two for my son to try one and returned one of them the next day.  The other thing they were after that day was signing people up for the store credit card. I already have a Gap card (that I haven't used in a very long time), but they still had the cashier push the Banana Republic card with an offer of 15% off that day's purchase (on top of the 40% and 50% discounts for the sale).

Ariella
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Re: Data collection
Ariella   11/26/2011 8:01:20 PM
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@Broadway It's a Banana Repubic. I only started shopping there recently due to the combination of convenience (it is literally on my block) and its frequent 40% off discounts. I don't believe they pay salespeople commissions. Very few retail place do. I once asked a salesman in a shoe store that did deliver excellent service  if they received commissions. He said no because that would lead to everyone jumping on each person who enters the store. But there is some kind of tally made for a sales quota.

Michelle
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Data Doctor
Re: Data collection
Michelle   11/25/2011 5:23:08 PM
Did you find exactly what you were looking for?  I'm not much of a shopper myself and I'm quite picky, I hope your trip went well...

Were there other questions asked of you at this retailer?

Broadway0474
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Re: Data collection
Broadway0474   11/25/2011 3:45:02 PM
Ariella, how high end of a retailer was it (if you don't mind me asking)? Some stores might want to know who helped you to simply help decide if that salesperson deserves a commission, no?

Ariella
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Re: Data collection
Ariella   11/23/2011 5:10:44 PM
Recently, I made a purchae at a clothing retailer. The cashiers must have been instructed to jot down notes because she asked if anyone helped me. In truth, no one did, except for unlocking the dressing room doors at my request. I didn't mind, though. t I'm one of those shoppers who prefer to look around myself and only ask for help if I want to know if the items are available in other sizes or colors than the ones that are out. But it seems that they want every single customer to be offered help. At some stores, they make a point of greeting anyone who enters with a hello and an offer for assistance, and perhaps they were hoping to put that into effect here. Data is gathered rather casually, but I'm sure it is being gathered. The question is, though, how to get the responses from the customers who got away -- if the cashier is the one who asks. 

Broadway0474
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Re: Data collection
Broadway0474   11/23/2011 3:13:26 PM
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Maryam, if customer service staff use all their charms to get top scores on customer surveys -- but those charms involve giving great customer service and follow-up assistance if needed -- then I say the survey has done its job. It's only when "all their charms" means blatant and explicit pandering, as in, "please give me all 5s!"

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