This Survey IS a Test


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Last week, Bank of America invited me to take a customer survey.

The survey was nothing special, but at the end it gave me this message (click to embiggen):

In case you can’t view the image, at the end of the survey it displayed:

Elapsed time: 366
Pass/Fail: Pass

I was unaware that my opinions about Bank of America were being graded. But as long as they were, I’m glad to see that I passed.

However, the more competitive side of me wants to know what my letter grade would have been, and whether this was graded on a curve.

Republished with author's permission from original post.

Peter Leppik
Peter U. Leppik is president and CEO of Vocalabs. He founded Vocal Laboratories Inc. in 2001 to apply scientific principles of data collection and analysis to the problem of improving customer service. Leppik has led efforts to measure, compare and publish customer service quality through third party, independent research. At Vocalabs, Leppik has assembled a team of professionals with deep expertise in survey methodology, data communications and data visualization to provide clients with best-in-class tools for improving customer service through real-time customer feedback.


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