Some people conducting customer satisfaction surveys say they can’t get accurate information because of the dominance of “ringers” – people who are either very angry or very pleased with their experience with the brand, product, or service. This leaves out the great middle – people who’ve had an experience with the brand but don’t have extremes of feeling one way or the other. This can significantly harm the accuracy of the customer satisfaction study.
Have you had such a experience? If so, please tell us about it.
Even if you haven’t had a personal experience of this type, what’s your opinion? Do you think customer satisfaction surveys tend to be dominated by ringers? We look forward to hearing your point of view!
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