What do you do when a Customer gives you a 3 out of 10? And a 6?

We´ve made some satisfaction surveys in tablets and by email. We asked for about anything: brands, bathrooms, meals, weather, travel, choice motivations, and the million dollar question: in 1 to 10 what to you rate your
Supplier
Event
Experience
Product
etc,etc,etc.

And it goes like this: 3. What? Yes, 3 out of 10. One time, two times, several times... It´s a big problem isn´t it? We make the report, we give the report and it´s a funeral.

And with a 6? It´s a positive number isn´t it?It´s more than 5! What do companys do with a 6?

We can argue that the 3 and the 6 it´s for the others and our companies always have 9 and 10. If it is your case, please forgive me for this minutes that i´ve made you lost.

It anyone that reads this has this issue, what does this means?

Well, we´ve made more than 5.000 surveys for 25 projects in the last 6 months. The 6 are dangerous because they are the equvalent of "i don´t care" or "it´s ok but i will not buy/go again, it doesn´t appeal to me". The 3 is for work RIGHT NOW, please get the contact and try to understand the 3 but the 6 is also dangerous. The silent one... the more or less one.

The answer: please try to understand the reason, we can give an excellent delivery date, but it´s not what customer values the most... ask for their expectations, and give space for comments, and READ THEM!

Doing surveys is the easy part compared to deal with the data and the reality.
Imagine that your beloved one gives you a 6. What do you feel?...
Well, the same goes to our companies.

Nuno Rodrigues Seleiro (nuno.rodrigues@asserbiz.com)