| cmaloney | morning | 14:10 |
|---|---|---|
| rick_h | Morning | 14:11 |
| brousch__ | yes | 14:11 |
| cmaloney | Good | 14:12 |
| notlikethesoup | morning | 14:36 |
| === ColonelPanic001 is now known as TechTrackLead | ||
| === TechTrackLead is now known as ColonelPanic001 | ||
| rick_h | cmaloney: lol erica just texted me "OMG morpace called me, about participating in research for my pacifica hybrid" | 16:37 |
| cmaloney | Hah | 16:48 |
| cmaloney | Tell them to piss off. :) | 16:48 |
| rick_h | cmaloney: heh, she wants to do it | 16:58 |
| rick_h | ugh | 16:58 |
| rick_h | cmaloney: but so funny | 16:58 |
| cmaloney | Yeah, totally | 17:03 |
| cmaloney | interesting that they announced that it was Morpace. | 17:03 |
| rick_h | yea | 17:07 |
| shakes808 | cmaloney: with you on that. | 18:25 |
| cmaloney | Honestly I think surveys are a pretty silly way of getting feedback | 18:27 |
| cmaloney | everyone games them | 18:27 |
| cmaloney | and you can say "they're scientific" all you want; you're not getting true opinions if the expectations are set at "we want you so satisfied you put down 5s" | 18:28 |
| cmaloney | That and 25 questions about my experience (10 of which are tangentially related) is numbing | 18:29 |
| cmaloney | or in the case of car surveys, 200 questions | 18:29 |
| cmaloney | there are better ways to get feedback from folks | 18:29 |
| cmaloney | one idea I had was to hire a bunch of extroverted, talkative grandparents | 18:30 |
| cmaloney | and have people talk to them | 18:30 |
| cmaloney | you can learn more from conversation than from a questionaire | 18:30 |
| cmaloney | the other was the two-question survey | 18:30 |
| cmaloney | "Were you satisfied" [Y/N] "Why not?" | 18:30 |
| cmaloney | text field with machine learning | 18:31 |
| _stink_ | 1. N; 2. <blank> submit | 18:31 |
| cmaloney | That's fine too | 18:31 |
| cmaloney | _stink_: If not and it's blank then there's nothing to discuss | 18:31 |
| cmaloney | most of the time if it's N then people will write you a goddamn novel | 18:31 |
| cmaloney | but the underlying issues I noticed could have all bee solved on the front enf | 18:32 |
| cmaloney | end | 18:32 |
| cmaloney | The reason people were pissed off was because they felt like they weren't treated fairly | 18:33 |
| cmaloney | or they were brushed off | 18:33 |
| cmaloney | they weren't handled as important | 18:33 |
| cmaloney | true: some folks are assholes | 18:33 |
| cmaloney | but I'm sure one of the ways that $customer could have handled things better was by having a loaner program | 18:34 |
| cmaloney | but that costs money, and doing damage control at the back-end makes more money | 18:34 |
| cmaloney | and that's why $customer is shrinking and doing the CompUSA "throw anything into the store and see what sticks" | 18:35 |
| cmaloney | but hey, what do I know? I'm not a business consultant; I'm just s dirty FLOSS hippie. ;) | 18:36 |
| cmaloney | You don't need machine learning and big data to solve these problems. You just need to listen to people and empower employees to act in the moment | 18:43 |
| cmaloney | but there's no money to be made in solving the problem and plenty to be made in reporting on it | 18:44 |
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