To Give Or Not To Give Feedback
Picture by Jacques Strappe
The other day I received an email from a website I registered with, asking me for feedback. The website provides training in different technologies and a lot of times they have special offers and even free courses that I am more than happy to take.
I consider asking for feedback as being a good example of service design. It shows that the company is looking to improve and they are open to suggestions. They want to learn what their customers want in order to implement the changes and perfect their services to fit the customers’ needs.
Most of the times this goes well. People like to be asked about their opinion: this gives them confidence and the feel that their opinion matters. In my case, I know if I was the one asking for feedback I would like people to respond and this is why I usually reply to the feedback questioners.
There are a few things that make me ignore feedback requests and this email had one of them: spelling and grammar mistakes.
After some introductory phrases which were more or less grammatically correct I was asked to answer the following question:
Would you mind answering a simple question for me?
If you could recieving training the you wanted it, what would it look like?
And this is an example of service design that went wrong. At first I felt good for being asked for feedback and I genuinely wanted to reply. I even ignored the spelling and grammar mistakes in the introduction but when I arrived to the first and only question in the survey I gave up.
I know that there are dyslexic people and even foreign people which have a difficulty with spelling and grammar (and I am one of them) but when it comes to the image and credibility of a company they should be aware that most of the email services provide a spell check and if not, Microsoft Word has an integrated spelling and grammar check.
What is your opinion on this? Do you usually give feedback when being asked? What makes you ignore the feedback questioners?
