为什么客户讨厌参与调查 --- Why Customers Hate Participating in Surveys

“It is possible that these declines in response rates have forced a tipping point or paradigm shift that de-emphasizes the traditional random sampling-generalization nexus.” - Stedman et al. (2019). “响应率的下降可能迫使临界点或范式转变，不再强调传统的随机抽样-泛化关系。” A couple of weeks ago, I wrote a piece for the Wall Street Journal titled “The Five Biggest Mistakes Companies Make With Customer Surveys.” In a nutshell, I argued that a significant percentage of customers are dismissing surveys as not worth their time, and companies are now getting less and less value out of customer surveys. 几周前，我为《华尔街日报》写了一篇文章，题为“公司在客户调查中犯的五大错误”。简而言之，我认为很大一部分客户认为调查不值得他们花时间，而公司现在从客户调查中获得的价值越来越少。 There are gaping trust and empathy gaps between customers and companies in survey research at the moment. Customers do not trust companies’ motives and are scornful of their abilities to properly collect or use survey responses. Companies are lacking in empathy at every step of surveying their customers. They are using stylized and ineffecti

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• Cici Choi