'your feedback matters to us'
How America Stopped Caring About Quality And Learned To Embrace 'Customer Satisfaction'
Why your inbox is overflowing with questionnaires asking you to rate your experience on a scale of 1 to 5.
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The Lede
It seems like every interaction Business Insider's Adam Rogers had with a money-involving organization also came with a polite request for his feedback. A restaurant. A hotel. A shop. The insurance company that wasted my time. Every time he bought something or interacted with someone: another survey. It's more than annoying. He was starting to suspect it's unethical.
Key Details
- A tsunami of surveys has turned us all into optimization analysts for multibillion-dollar companies.
- Why are there suddenly so many surveys? Because people have so many options today that they're not bothering to complain when something sucks. They just move on to a different, equally accessible website.
- "People receive so many survey requests that they're more likely to refuse to participate in any survey," says James Wagner, a researcher at the University of Michigan's Institute for Social Research.
