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