Online surveys a good, but they are over-used as a cheap way to get user feedback. These surveys cannot be accurate simply by the "one size fit's all" type of design they utilize. There's never an opportunity in these multiple choice surveys for users to give details about their unique experience with a business. Why not actually talk to your customers ? What I really want to tell United in this survey which I found in my inbox this morning is... DON'T spam all your customers with a survey disguised as a contest. I would much rather have a guaranteed, small, mileage grant for completing a survey, than have the carrot of 100,000 frequent flier miles dangled in my face. The way I look at this, is there is no actual reason for me to complete this survey for United because there's no guarantee that I'll get anything for my time & thoughts. Not to mention the fact that every other airline conducts their surveys with similar contests. And on top of all of...
fitting all the pieces together