This survey always seems to be a draw for many of our readers;
I think part of it has to do with the fact that it allows them
to rate their carriers' performance. After all, who doesn't like
to give their opinions on things that affect them? I know I do;
no comment card in a store or restaurant is safe from my pen.
I have opinions, and I'm not afraid to share them. It appears
that many of our readers are the same way.
What is interesting about these results, though, is that people seem eager to
share both the good and the bad. I recall reading something
during a marketing class in college; the author said that people
will share a positive experience with approximately three
people, while they'll share a negative one with approximately
nine. Yes, folks, we are three times as likely to complain about
a product, service or company (and let others know about our
complaints!) than we are to share a positive story about the
same item. So one might think that perhaps the people who are
drawn to answering these surveys are those who want to share
their negative experiences, but that doesn't really seem to be
the case.
Oh, sure, people let us know when they're unhappy
with someone (almost a full fifth of our respondents rates UPS'
on-time delivery as "poor," for example), but I thought it was
interesting that many, many people ranked the carriers' customer
service, on-time delivery performance, etc. as "good" or
"excellent." Even with those rate increases rearing their ugly
heads come January, people still seem satisfied with the Big
Two, overall.
I think part of it has to do with the fact that it allows them
to rate their carriers' performance. After all, who doesn't like
to give their opinions on things that affect them? I know I do;
no comment card in a store or restaurant is safe from my pen.
I have opinions, and I'm not afraid to share them. It appears
that many of our readers are the same way.
What is interesting about these results, though, is that people seem eager to
share both the good and the bad. I recall reading something
during a marketing class in college; the author said that people
will share a positive experience with approximately three
people, while they'll share a negative one with approximately
nine. Yes, folks, we are three times as likely to complain about
a product, service or company (and let others know about our
complaints!) than we are to share a positive story about the
same item. So one might think that perhaps the people who are
drawn to answering these surveys are those who want to share
their negative experiences, but that doesn't really seem to be
the case.
Oh, sure, people let us know when they're unhappy
with someone (almost a full fifth of our respondents rates UPS'
on-time delivery as "poor," for example), but I thought it was
interesting that many, many people ranked the carriers' customer
service, on-time delivery performance, etc. as "good" or
"excellent." Even with those rate increases rearing their ugly
heads come January, people still seem satisfied with the Big
Two, overall.
Download the PDF to see the full survey!
View PAR12Survey.pdf
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