'your feedback matters to us'
How America Stopped Caring About Quality And Learned To Embrace 'Customer Satisfaction'
The Lede
It seems like every interaction Business Insider's Adam Rogers had with a money-involving organization also came with a polite request for his feedback. A restaurant. A hotel. A shop. The insurance company that wasted my time. Every time he bought something or interacted with someone: another survey. It's more than annoying. He was starting to suspect it's unethical.
Key Details
- A tsunami of surveys has turned us all into optimization analysts for multibillion-dollar companies.
- Why are there suddenly so many surveys? Because people have so many options today that they're not bothering to complain when something sucks. They just move on to a different, equally accessible website.
- "People receive so many survey requests that they're more likely to refuse to participate in any survey," says James Wagner, a researcher at the University of Michigan's Institute for Social Research.