Today I had to call customer service regarding a service I subscribe to. At the beginning of the call, before I was connected to a representative, the recording asked, “Would you agree to take a brief survey after the call? If so, press 1.”
I’ve heard this request dozens of times, and pretty much every time I don’t do it. I’m already spending an undetermined amount of time doing something I don’t want to do, so why extend it?
However…what if you get better customer service (or a better queue position) if you press 1?
That’s what I tried on today’s call. I pressed 1. I don’t know if it mattered at all–the sample size is too small.
But I’m curious if customers who preemptively agree to respond to the survey are treated better than other customers. I doubt it, but why even ask in the first place? Every call could just launch right into the survey at the end, and you could choose to hang up or not.
What do you think? Does it make a difference to press 1, or does it not matter?