[14:10] <cmaloney> morning
[14:11] <rick_h> Morning
[14:11] <brousch__> yes
[14:12] <cmaloney> Good
[14:36] <notlikethesoup> morning
[16:37] <rick_h> cmaloney: lol erica just texted me "OMG morpace called me, about participating in research for my pacifica hybrid"
[16:48] <cmaloney> Hah
[16:48] <cmaloney> Tell them to piss off. :)
[16:58] <rick_h> cmaloney: heh, she wants to do it
[16:58] <rick_h> ugh
[16:58] <rick_h> cmaloney: but so funny
[17:03] <cmaloney> Yeah, totally
[17:03] <cmaloney> interesting that they announced that it was Morpace.
[17:07] <rick_h> yea
[18:25] <shakes808> cmaloney: with you on that.
[18:27] <cmaloney> Honestly I think surveys are a pretty silly way of getting feedback
[18:27] <cmaloney> everyone games them
[18:28] <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"
[18:29] <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
[18:30] <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?"
[18:31] <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
[18:32] <cmaloney> but the underlying issues I noticed could have all bee solved on the front enf
[18:32] <cmaloney> end
[18:33] <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
[18:34] <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
[18:35] <cmaloney> and that's why $customer is shrinking and doing the CompUSA "throw anything into the store and see what sticks"
[18:36] <cmaloney> but hey, what do I know? I'm not a business consultant; I'm just s dirty FLOSS hippie. ;)
[18:43] <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
[18:44] <cmaloney> but there's no money to be made in solving the problem and plenty to be made in reporting on it