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Gaming Customer Satisfaction Ratings

November 15th, 2012 · 3 Comments

One more reason for text analytics

This sign at the register of the local CVS here in Ft. Lauderdale caught my eye. Luckily I had already eaten so I didn’t take them up on the offer.

I actually see this type of gaming and other techniques quite often in all kinds of customer satisfaction tracking programs especially in hospitality/travel industry and auto dealerships. We’ve actually done quite a bit of research trying to spot this type of moral hazard and it’s one of many reasons firms should not be relying solely on likert scales but also leveraging text analytics such as OdinText.

@TomHCAnderson
@OdinText

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Tags: NPS · Odin Text · OdinText · Text Analytics · Uncategorized · text mining

3 responses so far ↓

  • 1 Tom H C Anderson // Nov 15, 2012 at 4:34 pm

    I have at least one similar picture from a Hotel stay. If anyone else has one please send to me, I’m starting a collection

  • 2 Arroz Doce // Nov 16, 2012 at 5:33 am

    Hello Tom,

    I have a similar picture to send you. How can I send you?

    Regards!

  • 3 Doug Sheridan // Nov 26, 2012 at 2:40 am

    Top-quality companies don’t grovel for customer approval. They just perform.

    Basically, what the company is saying is: “We have no interest in hearing what customers truly believe about us and/or or products. We’d rather pretend we’re top quality than take the steps to get us there.”

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