{"id":182620,"date":"2014-06-16T14:09:57","date_gmt":"2014-06-16T14:09:57","guid":{"rendered":"https:\/\/staging.rm.gfolkdev.net\/?p=182620"},"modified":"2022-09-21T17:48:33","modified_gmt":"2022-09-21T17:48:33","slug":"an-unanswerable-survey-invitation","status":"publish","type":"post","link":"https:\/\/rosenfeldmedia.com\/an-unanswerable-survey-invitation\/","title":{"rendered":"An unanswerable survey invitation"},"content":{"rendered":"<p>&#8220;Choose a single question and get it in front of some users&#8221; &#8211; that&#8217;s what I wrote myself in my aims for this book.<\/p>\n<p>Evernote recently send me an email that corresponds to that advice. The single question was:<\/p>\n<p>&#8220;How would you rate the support you received?&#8221;<\/p>\n<p>And it&#8217;s made me revise my advice. Being a single question isn&#8217;t quite good enough. It&#8217;s got to be a good question &#8211; one that users:<\/p>\n<ul class=\"list-ul\">\n<li><span style=\"line-height: 1.714285714\">can understand, <\/span><\/li>\n<li><span style=\"line-height: 1.714285714\">have an answer for, <\/span><\/li>\n<li><span style=\"line-height: 1.714285714\">want to answer, and <\/span><\/li>\n<li><span style=\"line-height: 1.714285714\">can\u00a0provide their chosen answer.<\/span><\/li>\n<\/ul>\n<p>My problem with Evernote&#8217;s question? Let&#8217;s run through those steps:<\/p>\n<ul class=\"list-ul\">\n<li>Yes, I could understand it.<\/li>\n<li>Yes, I had an answer for them: &#8220;not bad, but I&#8217;m grumpy because a feature that I paid you for turns out not to exist and it took a series of emails to discover that&#8221;.<\/li>\n<li>Yes, I wanted to tell them that.<\/li>\n<li>But no: the email failed at the final step, a place for me to provide my answer.<\/li>\n<\/ul>\n<p>It offered me two choices: &#8220;Bad, I&#8217;m unsatisfied&#8221; and &#8220;Good, I&#8217;m satisfied&#8221;. Neither works. The support agent wasn&#8217;t good: it took several emails for him to understand that I didn&#8217;t understand the lack of the feature. But he wasn&#8217;t bad either: we did get there in the end. And I&#8217;m both unsatisfied with the lack of the feature, and\u00a0satisfied with other aspects of Evernote.<\/p>\n<p>(Although I&#8217;m not exactly thrilled that they have addressed me by my name in lower case with a 3-digit number of their choice added to the end. That seems disrespectful).<\/p>\n<p>So sorry, Evernote, no click from me. But thanks for the opportunity to think through one aspect of my book.<\/p>\n<figure id=\"attachment_6883\" aria-describedby=\"caption-attachment-6883\" style=\"width: 642px\" class=\"wp-caption alignnone\"><a href=\"http:\/\/rosenfeldmedia.com\/blogs\/wp-content\/uploads\/sites\/1\/2014\/06\/evernote2.gif\"><img decoding=\"async\" class=\"size-full wp-image-6883\" src=\"http:\/\/rosenfeldmedia.com\/blogs\/wp-content\/uploads\/sites\/1\/2014\/06\/evernote2.gif\" alt=\"An email from Evernote\" width=\"642\" height=\"549\" \/><\/a><figcaption id=\"caption-attachment-6883\" class=\"wp-caption-text\">An email from Evernote<\/figcaption><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>&#8220;Choose a single question and get it in front of some users&#8221; &#8211; that&#8217;s what I wrote myself in my aims for this book. Evernote recently send me an email that corresponds to that advice. The single question was: &#8220;How would you rate the support you received?&#8221; And it&#8217;s made me revise my advice. Being &hellip; <a href=\"https:\/\/rosenfeldmedia.com\/an-unanswerable-survey-invitation\/\">Continued<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_seopress_robots_primary_cat":"","_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"categories":[26],"tags":[],"acf":[],"_links":{"self":[{"href":"https:\/\/rosenfeldmedia.com\/wp-json\/wp\/v2\/posts\/182620"}],"collection":[{"href":"https:\/\/rosenfeldmedia.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/rosenfeldmedia.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/rosenfeldmedia.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/rosenfeldmedia.com\/wp-json\/wp\/v2\/comments?post=182620"}],"version-history":[{"count":2,"href":"https:\/\/rosenfeldmedia.com\/wp-json\/wp\/v2\/posts\/182620\/revisions"}],"predecessor-version":[{"id":186091,"href":"https:\/\/rosenfeldmedia.com\/wp-json\/wp\/v2\/posts\/182620\/revisions\/186091"}],"wp:attachment":[{"href":"https:\/\/rosenfeldmedia.com\/wp-json\/wp\/v2\/media?parent=182620"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/rosenfeldmedia.com\/wp-json\/wp\/v2\/categories?post=182620"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/rosenfeldmedia.com\/wp-json\/wp\/v2\/tags?post=182620"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}