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Features

Customer surveys: just say no

The customer-service questionnaire is a sign of a company that doesn’t trust its staff to care

27 June 2015

9:00 AM

27 June 2015

9:00 AM

Not long ago, I woke up in hospital, in pain, with a damaged back, but grateful for the sleep that a couple of doses of morphine had secured. ‘Morning,’ said a sixtysomething man who appeared by the side of the bed. ‘I’m Derek, I’m a volunteer here.’

‘Hello Derek.’

‘I’ve bought you some cornflakes.

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