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I once took a hard look at our user surveys. As a software engineer I’m not really expected to care. All our happiest customers talked about the service experie
by Swizec 2y ago
I once took a hard look at our user surveys. As a software engineer I’m not really expected to care. All our happiest customers talked about the service experience. All our grumpiest customers talk about the service experience.
None of our users gave two shits about the software. All they cared about was did we solve their problem on that day when they needed us.
That’s when I realized we’re a software-enabled service company. It changed how I prioritize things.
- creer 2y agoFunny you mention surveys! Businesses have been sending me surveys which are far worse than the service experience was itself. This is not a good move: the service was fine but the survey itself was a truly bad experience both in broad lines and detail. Talk about shooting yourself in the foot!