Feedback Bribery

December 23, 2021

About Feedback Bribery

To what extent will a company go to try to get customer feedback? Is it a simple email request? Is it an incentive to fill out a survey? And, if there is an incentive, can that skew the results? 

 One of our faithful subscribers sent in a question. At the end of a project with a customer, she sends an email requesting the customer take a short survey. She said that she gets a very low response rate. So, she sends another. Then another. On the fourth try, she writes, “Do you like coffee? My treat!” 

She says that she gets a response to that almost every time. Her question to me was, “Is this a form of bribery, or is this a simple incentive?”  

First, I congratulated her on her creativity and ingenuity that persuaded her customers to respond. Then I answered that a cup of coffee would not be considered bribery. It’s just a way to get attention. The only other thought I shared was to maybe make the offer on the third try. By then, it’s time to get noticed. 

So, what constitutes a bribe to get feedback?

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Shep Hyken

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