Comments on: Buy me a cookie, dude – Marriott Customer Survey

By: Brett

Brett — Wed, 25 Feb 2009 17:20:00 +0000

I completly agree with you. some of those surveys can take up to 20 minutes and what do you get…nada… They should at least offer a discount coupon for your next stay

By: Peggy Flynn

Peggy Flynn — Mon, 28 Jul 2008 22:41:08 +0000

Hey, I love free stuff.

I’ll do a survey…

I’m from the Bay State and I will give a 5 when warranted….

And, Chris…just so u know..I had a very, very bad experience with US Air just yesterday….but hopefully getting resolved….Exec. Office handling.

Spoke to very nice C/S people, although none of them could assist me, they were pleasant. They did help others….They just couldn’t get me to where I needed to be on time because I ran in to one who made a mistake….I’m home now….never did get to where I needed to be.

Here’s hopin’

By: Peggy Flynn

Peggy Flynn — Mon, 28 Jul 2008 22:41:00 +0000

Hey, I love free stuff.

I’ll do a survey…

I’m from the Bay State and I will give a 5 when warranted….

And, Chris…just so u know..I had a very, very bad experience with US Air just yesterday….but hopefully getting resolved….Exec. Office handling.

Here’s hopin’

By: Mike Gilchrist

Mike Gilchrist — Sat, 28 Jun 2008 22:22:07 +0000

Hey I started a company that actually does this and in exchange you are entered into a real drawing for various items. I have given away lots of things most of them do not exceed $150 and yes I make far more then that, but if I paid each person then it wouldn’t be as nice to do. Anyways it is potentially something in return for your time which is about 3-5 minutes depending on how fast you read.

By: Mike Gilchrist

Mike Gilchrist — Sat, 28 Jun 2008 22:22:00 +0000

By: mike mcallen

mike mcallen — Wed, 23 Apr 2008 06:11:19 +0000

I just finished shooting some really simple videos for the Doubltree Hotel in San Jose California. They give you a cookie when you check in. (except Chris Brogan said his was a tad stale but from a different doubletree)

They just started a blog. http://sanjosedoubletreehotel.com/

Skip the survey and stay at Doubletree Chris and get a warm cookie

mike

By: mike mcallen

mike mcallen — Wed, 23 Apr 2008 06:11:00 +0000

They just started a blog. http://sanjosedoubletreehotel.com/

Skip the survey and stay at Doubletree Chris and get a warm cookie

mike

By: Mike Maddaloni - The Hot Iron

Mike Maddaloni - The Hot Iron — Tue, 22 Apr 2008 19:35:00 +0000

I don’t know if this is true or not, but I heard years ago that New Englanders will never give the top ranking in a survey, so if it’s from 1 to 5 where 5 is the best, they will always give a 4. Thinking back over my life growing up in the Bay State, I would agree with that.

Now if JW had a blog, I would surely respond to a post over filling out a survey. Half the time when I fill them out, I feel like I have not shared what I truly felt about the experience, rather simply proving whatever point the surveyor wanted.

mp/m

By: thehotiron

thehotiron — Tue, 22 Apr 2008 19:35:00 +0000

mp/m

By: John Johansen

John Johansen — Tue, 22 Apr 2008 17:24:38 +0000

I’m going to come at this from a different angle.

Providing this survey may not elicit a response from anyone that’s had a good or even mundane experience. But, it might be a good way for the hotel to capture complaints. People who want to complain don’t necessarily need the same reward that you are looking for.

Regarding the CEO signature, it’s the intersection of marketing and customer service. The CEO signature is meant to reflect this mentality is present throughout the company. It’s symbolic. And the survey is part of a larger branding initiative (“We care about you”) even if Florence is the person who actually receives it.

I think you’re justified in noticing that this particular message doesn’t apply to you. But it’s not necessarily that the content is incorrect, rather the targeting of something like this is difficult to get right.