Buy me a cookie, dude – Marriott Customer Survey

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I got this email just today from Marriott about my stay in Washington, DC.

To the Marriott folks:

Look, no offense, but I’m not going to take your survey. You’ve already got my money, and now you want my time in return for nothing at all. Come on, offer me something, even just something token, to acknowledge that you know this survey will be a drain on my time and probably won’t benefit me in any way.

What kind of offer? Heck, I’d settle for something like “We’ll leave a free cookie on your pillow the next time you stay at a Marriott property if you take this survey. To be perfectly honest, it’ll probably be a little stale since it will have been in the lobby the day before, but at least it’s a free cookie in exchange for the survey. Pretty please?”

Also, I don’t know about you, but when I hit reply, it should go to J. W. Marriott, Jr. If it doesn’t, then don’t sign the letter from him. I’d rather you give me a reply-to and a letter addressed to Florence Attleby, Customer Service Intern, 14th Floor, Marriott Customer Service, Cubicle 87 behind the laser printer, NY, NY 11001.

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Comments

15 responses to “Buy me a cookie, dude – Marriott Customer Survey”

April 22, 2008

Clinton

Not sure about this one, Chris. If I go into a restaurant and there are survey cards on the table, I don’t expect a free desert if I fill it out. Also, think about this, you don’t get a cookie for replying to a blog post that asks a question, do you? Although… 😉

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April 22, 2008

Clinton

Not sure about this one, Chris. If I go into a restaurant and there are survey cards on the table, I don’t expect a free desert if I fill it out. Also, think about this, you don’t get a cookie for replying to a blog post that asks a question, do you? Although… 😉

Reply
April 22, 2008

Christopher S. Penn

I think my server gave you a cookie, sir. 🙂

For anyone who comments, I will take a few cookies from the hotel coffee table and hold onto them. The next time I see you in person, you shall receive one stale cookie for commenting.

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April 22, 2008

Christopher S. Penn

I think my server gave you a cookie, sir. 🙂

For anyone who comments, I will take a few cookies from the hotel coffee table and hold onto them. The next time I see you in person, you shall receive one stale cookie for commenting.

Reply
April 22, 2008

John Johansen

I’m going to come at this from a different angle.

Providing this survey may not elicit a response from anyone that’s had a good or even mundane experience. But, it might be a good way for the hotel to capture complaints. People who want to complain don’t necessarily need the same reward that you are looking for.

Regarding the CEO signature, it’s the intersection of marketing and customer service. The CEO signature is meant to reflect this mentality is present throughout the company. It’s symbolic. And the survey is part of a larger branding initiative (“We care about you”) even if Florence is the person who actually receives it.

I think you’re justified in noticing that this particular message doesn’t apply to you. But it’s not necessarily that the content is incorrect, rather the targeting of something like this is difficult to get right.

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April 22, 2008

John Johansen

I’m going to come at this from a different angle.

Providing this survey may not elicit a response from anyone that’s had a good or even mundane experience. But, it might be a good way for the hotel to capture complaints. People who want to complain don’t necessarily need the same reward that you are looking for.

Regarding the CEO signature, it’s the intersection of marketing and customer service. The CEO signature is meant to reflect this mentality is present throughout the company. It’s symbolic. And the survey is part of a larger branding initiative (“We care about you”) even if Florence is the person who actually receives it.

I think you’re justified in noticing that this particular message doesn’t apply to you. But it’s not necessarily that the content is incorrect, rather the targeting of something like this is difficult to get right.

Reply
April 22, 2008

Mike Maddaloni – The Hot Iron

I don’t know if this is true or not, but I heard years ago that New Englanders will never give the top ranking in a survey, so if it’s from 1 to 5 where 5 is the best, they will always give a 4. Thinking back over my life growing up in the Bay State, I would agree with that.

Now if JW had a blog, I would surely respond to a post over filling out a survey. Half the time when I fill them out, I feel like I have not shared what I truly felt about the experience, rather simply proving whatever point the surveyor wanted.

mp/m

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April 22, 2008

thehotiron

I don’t know if this is true or not, but I heard years ago that New Englanders will never give the top ranking in a survey, so if it’s from 1 to 5 where 5 is the best, they will always give a 4. Thinking back over my life growing up in the Bay State, I would agree with that.

Now if JW had a blog, I would surely respond to a post over filling out a survey. Half the time when I fill them out, I feel like I have not shared what I truly felt about the experience, rather simply proving whatever point the surveyor wanted.

mp/m

Reply
April 23, 2008

mike mcallen

I just finished shooting some really simple videos for the Doubltree Hotel in San Jose California. They give you a cookie when you check in. (except Chris Brogan said his was a tad stale but from a different doubletree)

They just started a blog. http://sanjosedoubletreehotel.com/

Skip the survey and stay at Doubletree Chris and get a warm cookie

mike

Reply
April 23, 2008

mikemcallen

I just finished shooting some really simple videos for the Doubltree Hotel in San Jose California. They give you a cookie when you check in. (except Chris Brogan said his was a tad stale but from a different doubletree)

They just started a blog. http://sanjosedoubletreehotel.com/

Skip the survey and stay at Doubletree Chris and get a warm cookie

mike

Reply
June 28, 2008

Mike Gilchrist

Hey I started a company that actually does this and in exchange you are entered into a real drawing for various items. I have given away lots of things most of them do not exceed $150 and yes I make far more then that, but if I paid each person then it wouldn’t be as nice to do. Anyways it is potentially something in return for your time which is about 3-5 minutes depending on how fast you read.

Reply
June 28, 2008

Mike Gilchrist

Hey I started a company that actually does this and in exchange you are entered into a real drawing for various items. I have given away lots of things most of them do not exceed $150 and yes I make far more then that, but if I paid each person then it wouldn’t be as nice to do. Anyways it is potentially something in return for your time which is about 3-5 minutes depending on how fast you read.

Reply
July 28, 2008

Peggy Flynn

Hey, I love free stuff.

I’ll do a survey…

I’m from the Bay State and I will give a 5 when warranted….

And, Chris…just so u know..I had a very, very bad experience with US Air just yesterday….but hopefully getting resolved….Exec. Office handling.

Spoke to very nice C/S people, although none of them could assist me, they were pleasant. They did help others….They just couldn’t get me to where I needed to be on time because I ran in to one who made a mistake….I’m home now….never did get to where I needed to be.

Here’s hopin’

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July 28, 2008

Peggy Flynn

Hey, I love free stuff.

I’ll do a survey…

I’m from the Bay State and I will give a 5 when warranted….

And, Chris…just so u know..I had a very, very bad experience with US Air just yesterday….but hopefully getting resolved….Exec. Office handling.

Spoke to very nice C/S people, although none of them could assist me, they were pleasant. They did help others….They just couldn’t get me to where I needed to be on time because I ran in to one who made a mistake….I’m home now….never did get to where I needed to be.

Here’s hopin’

Reply
February 25, 2009

Brett

I completly agree with you. some of those surveys can take up to 20 minutes and what do you get…nada… They should at least offer a discount coupon for your next stay

Reply