“Bank of America would like to thank you for the phone call that you, or someone in your household, made on September 29, 2009. The voice of the customer is very important to Bank of America as it continually monitors and improves its customer service. You can provide your feedback on Bank of America’s customer service performance by completing a brief 5 minute survey. To participate in the survey, click on the Web address below.”
I received an email from Bank of America (BoA) this morning asking me to participate in a survey. Above is a snippet from that email.
This is another great example of a company that just doesn’t get it!
- Where is the concrete WIIFM (what’s in it for me) in this? Could they possibly be more abstract? When they say that they; “continually monitors and improves its customer service”, how would I really know if they do if I do not call back again?
- As for the survey itself, there was NO option within it for me to say that I would like to be contacted about my experience. Why not?
- Some of the questions were not related to my experience per se, but, general impressions of Bank of America. Will they share those results with me? I would like to know if my opinion is in the minority or majority, wouldn’t you?
Considering that banks are about as popular these days as the H1N1 flu, institutions like Bank of America needs to be much smarter in the way that they conduct their market research!
Actually, I have a better solution for you BoA, call Powerfeedback. We’ll get it done right and provide you with deeper results and more meaningful input ☺
