What my daughter taught me about feedback surveys?

203 Comments / Business, Consulting, Customer Experience, Strategy, Uncategorized / By

Feedback surveys are everywhere. You go to a website, a restaurant, a bank, a hospital, a shopping mall or even a public toilet for that matter, you will see a feedback survey pop up at the end of your experience. They come in all shapes and sizes. Few of them have 1 question, others have many, few are on paper and others on screen. The five smileys from ‘angry’ to ‘delighted’ have become a permanent fixture in almost all of our life experiences. Having spent 4 years of my work experience in functions where I was leading customer experience initiatives for my companies or product areas, I came to know of the importance of these surveys in overall planning at a corporate or a product area level. There are teams of professionals who slice and dice the data from these surveys and help inform critical decision making in improving the customer experience.

Recently, I had a very interesting conversation with my daughter about a feedback survey that she was filing. This chat brought to light an interesting perspective and led me to introspect about feedback surveys and human psychology. So here goes!

Due to the recent outbreak of Covid cases in Singapore, Home based learning (HBL) was re-introduced in schools for the months of May and June. After the HBL ended, the school gave a feedback form which the students had to fill in. My daughter is 7 years old and I found this very interesting that she was asked to fill out the survey. I thought that this may be a good learning experience for her. I was very curious to see what she fills up in her first ever feedback survey. I saw that she had answered all questions as ‘Extremely satisfied’ or ‘Satisfied’. I asked her the reason and she told me that for the points where she was happy she had marked as ‘Extremely Satisfied’ and for points where was not happy, she had marked as ‘Satisfied’. I asked her on why she isn’t responding as ‘Dissatisfied’ or ‘Extremely dissatisfied’ for the points where her feedback was just that. She told me – “Baba it’s okay! My teachers will feel bad if I mark it ‘Dissatisfied’, they are trying their best”. I told her – “If you don’t give the right response how will they know that they need to improve in these areas?”. She said – “I am sure my friends will mark just like me and the teachers will see that there are ‘Extremely Satisfied’ and ‘Satisfied’ only. They will understand and improve the ‘Satisfied’ sections”.

This conversation broadened my perspective on human psychology around giving feedback and how should companies read between the lines and infer the data. 7 year olds possess less complicated thinking process than adults but we may use kids as a true baseline at psychological level. I am sure as my daughter grows up, her approach to surveys will change as she learns more about the world and people. I have extrapolated my daughter’s thinking on the way adults think more or less. This is a big assumption in my inferences below.

People may not be generally good at giving negative feedback

Just like my daughter, I too incline towards giving warm or neutral feedback when I want to actually give mild to strong negative feedback. I should bring in the caveat of cultural nuance here, however working in a global company, I realise that this is the norm across most cultures with a few exceptions. Many of us generally prefer to sugar coat our negative feedback. This makes us feel good about ourselves and the feedback delivery seems easy. This attitude about giving warm feedback has implications on the person or organization receiving the feedback. This means that when we get survey results we should adjust the scale depending on the responses. If we see that responses are skewed towards one end of the spectrum we should reassess the baselines and adjust the responses accordingly. We can follow up with another survey or do a focus group discussions in such cases.

Herd mentality may influence the feedback delivery

As respondents to any feedback survey, we are aware that we are not alone and this awareness may lead to irrational responses due to our perceptions of the group. This herd mentality may lead us to either give a response which reinforces our perception of other’s responses or it may lead to a contradictory response as well. For example, in the case of my daughter, she assumed that all her friends would mark improvement areas as ‘Satisfied’ and hence she did the same. Sometimes it may happen the other way around where we are compelled to mark something as ‘Satisfactory’ because we think everyone else will mark it as ‘Unsatisfactory’ or vice versa. I am not sure how organisations can parse the impact of herd mentality in analysis. This is something for my research and UX friends to enlighten me on.

High weightage should be given to the occasional outlier response

In light of the two points above, I believe that we should sit up and take notice when we get an outlier response. This may indicate an experience which was very unique among others. Understanding this outlier may help us to isolate the issue better and ensure that such experiences are not repeated with others. Statistically we may have to remove outliers from any analysis but we should try to prioritise these outliers for qualitative analysis or fact finding exercises. They may end up highlighting interesting gaps in the experience lifecycle.

As we make continued progress, I am sure we will see more goods and services which will solve our everyday problems and make our lives easier. At the same time we shall be providing our feedback through various surveys and other mediums. A company’s ability to understand what its customers and stakeholders are actually feeling about their goods and services will go a long way in achieving sustained growth.

203 thoughts on “What my daughter taught me about feedback surveys?”

  1. Ishita Chakraborty

    Very nice concept and writing. This makes so much of sense.
    And I always write ‘dissatisfied’ when I am dissatisfied😊.
    Bring up more such articles.

    1. niladri.chatterjee86

      Thanks Ishita! I mark dissatisfied only when the feedback is anonymous 🙂 Don’t want feedback to be back-fed!!

  2. Akhilesh Dwivedi

    Very well written. Like the concept of herd mentality while giving feedback about improvement area. A company must have a good sense of what does what it’s customers are trying to say even when they rate satisfactory.

    1. niladri.chatterjee86

      Thanks Akhilesh! These days all companies index heavily on the voice of customer and it is critical to make sense of what the customer says and doesn’t say.

  3. Aparajito Mukherjee

    Nice case study😊,
    As per my understanding child psychology always maintain the win win situation regarding most of the cases(specially if the feedback is for their teacher). As they grow up the thought process get mature gradually then the analysis of feedback will enrich in different angle(may not be win win feedback even in teacher also).

    1. niladri.chatterjee86

      Absolutely right, Aparajito da! I am sure she will be responding very differently to the same situation after 15 years!

  4. Rakesh Saha

    So, again It has been proved that as long as we grow in our profesaional world our mind set become so much biased about our negative perception about someone that we some time give no chance to anyone who really want to improve for us. Ur daughter has shown her immense trust to authority and now this institutions has no chance to keep this feedback as a record only.

  5. Rakesh Saha

    So, again It has been proved that as long as we grow in our professional world our mind set become so much biased about our negative perception about someone that we some time give no chance to anyone who really want to improve for us. Ur daughter has shown her immense trust to authority and now this institutions has no chance to keep this feedback as a record only.

  6. SABYASACHI SENGUPTA

    Very well written Niladri. Your daughter has a skill that many leaders lack and that is empathy. She understands the challenges with this new way of working (and teaching) and appreciates the efforts in challenging times. Feedback is often perceived as a method to criticise and judge an outcome. I disagree. I think feedback is also a method to not only praise the outcome but also appreciate the efforts. I do agree that we struggle to give negative feedback, it is hard. I almost never write Dissatisfied because I keep room to appreciate the efforts as well.

  7. Sneha

    It’s a great insight and thought process to give it more weightage to understand the underlying problem and see how we can improve the experience each time. Thanks for sharing this Niladri!

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