I've never been one to carry money. I am also not a roaming fortress of debit and credit cards. I wish I could state my wallet put tens of thousands. Truth is, I am not. Clean any invoices which may temporarily find their way out. As I pull out the receipts I notice that the thing and tally that is spending is less than 10 percent of the receipt. Often, when I dine out, I am asked to complete an online poll in my dining experience. Just about any time I make a purchase in a store, I get a receipt that is 15-inch-long, asking me to comment on my purchasing experience and telling me that they appreciate my opinions. But here's the issue.


The customer experience survey is the client, about me. It is about the company. It is a business survey, not a client survey. I travel several times each month and generally find myself flying the exact same airline, because of location and flight program. In the airline, I have been emailed a link to a Customer Experience Research for the last five weeks each week. It's the survey every time, with an occasional variation in the way were the gate agents? Were the flight attendants helpful? Did you are greeted by the pilots the cabin? Isn't that a huge part of my experience with the organization? But that is not my client experience.

My customer experience appears more like this: Four weeks ago, the girl next to me secretly doubled over and inhaled an e-cigarette while nobody was looking. I was put in a middle seat between two individuals that filled all three seats before I sat down. To be able to provide us some breathing space, I ended up standing in the majority of the flight. I thought that last week was going to be uneventful, and our plane even landed a couple of minutes early until we heard that there was already a delayed aircraft in our gate, which we'd be sitting for another 30 minutes before we could disembark. Now, before I am accused of assaulting smokers, coffee drinkers, airline employees and massive people (I am not a little guy myself) I am not. It gives you a flavor of my client experience. For the airline, that will never be known by them. Their studies were. They don't have any idea that I look not to fly that airline and I had a customer experience.

These surveys ask questions that the business wants to know, not. Alas, the irrationality employed by businesses for the consumer experience survey is the illogical methodology. The survey is about the business, not the employee. At my company, we're frequently asked to work with businesses to improve employee engagement and the worker experience. It's in response. The problem becomes clear without seeing the worker responses as we examine the results of the survey. The queries themselves tell us a wonderful deal -- that business is more concerned about finding out the info that they wish to know, versus what the worker would like to tell them. Take, by way of instance, a current business we worked with that had just obtained three other businesses, more than doubling the size of their business overnight.

The organization got the responses and asked the questions. What they did not ask was what the workers wanted to let them know. Because they stuck using a set of questions they had an employee survey, although a company poll. What the workers wanted to inform the business was that they feared for their jobs. Could the workers replace them? Would they have the exact policies? Can they have a boss? They had questions. At least not in reaction to the poll. The company knew that their benefits package was liked by the workers but not that they had been looking at a possible employee departure.


Do ask do not ask me if I enjoy the new table in the break room. Yeah, it is cool, but would not you know if I plan on sticking around -- and how I feel about the layoffs that happened last month? Or about what sort of work environment I am created for by my boss? Would you like to know what I do if I engaged? Find out what's in my mind as a worker, not what is on your mind for a company.And while we are on the subject, do not give me a customer questionnaire if all you need to know about is if I had been offered your new McWhatever within my breakfast choices, if what I really need to tell you that your change manager just snubbed the customer-facing me. Besides, I really don't need any more polls adding reams of paper into my billfold. There is not enough space next to me, the passengers for me, the e-smoker and my wallet in exactly the same row.