Over the past several days, I have done the following: • picked up a prescription at a drive-through window • ordered an iced coffee at a drive-through window • purchased a scone at a bakery • taken my car for her 180,000-mile checkup • had a dentist appointment • completed an online registration for a hardware store app • ordered a concert ticket online What do all these experiences have in common? Each action on my part generated an online “customer satisfaction” survey about the process, goods, or services that I experienced with their company. I’m sure I should be happy that they all want to assure the ultimate: a satisfied customer. This may, of course, mean paying attention to feedback and making needed changes, but I am kind of tired of the “how did we do?” query. As an educator, I am quite familiar with evaluation as a standard practice that is part of assuring the quality of the product. Sometimes, though, what is asked on a scale survey (ex., Likert Scale ) should instead be ...
Where Columbia and Howard County Intersect