Tick Box Engineering

27 Feb

I’m at it again. Another customer survey has dropped on my mat. This one a lot more properly put together than the previous poorly photocopied double sided single sheet job, this is a twenty page booklet.

As you can see, the choice of options for the various questions is rather well thought out and worded, with seven levels of perception. It went on to ask how I felt about particular situations in my personal circumstances.

However, it was the next question that let it down. It was “Does the service help you to achieve this” with a yes or no answer. I had a problem with this because I wanted a third option, so I could put “sometimes” or “to some degree”. Putting no, is not justified but putting yes seemed to give the impression that all was hunky dory.

As I got to the last page, I wondered whether I had been sent the survey in error, because the question asked whether I purchased additional care independently and how this was paid for. You see folks, I self-fund, I get zero financial assistance from any Council or Benefit. So cheekily I added a box to the set and added that.

Yes, I am a rebel!


Posted by on February 27, 2020 in General, Review


Tags: , , , ,

5 responses to “Tick Box Engineering

  1. snowbird

    February 27, 2020 at 7:42 pm

    Good for you! You go

    Liked by 1 person

  2. menhir1

    February 29, 2020 at 11:12 pm

    I agree with Snowbird.

    I see the boxes within the confining box on your form have been extended a little. Whoever produced this survey has cribbed the set of questions you get online from any business, that you evaluate in their terms. There are always boxes along the way that give you space for extra comments that relate to the section that went before. These are usually voluntarily completed. Sometimes, if a certain box is not checked within a section, or page, the algorithm will not let you continue to complete the survey till you have checked it. Recently, I checked a negative item. there was nothing suitable for my circumstances. I could then move on and wrote in the comment box that if there are had been an appropriate option my evaluation for that page might have looked different! Like you, I rebelled visibly, rather than close down on the survey.

    Admittedly, I choose which surveys to do.I would climb the wall if I completed every one that came my way. It irritates me that organisation push people to distraction. They are lucky some people tell them how to improve their communications!!


    Liked by 1 person

  3. daryan12

    March 9, 2020 at 8:43 am

    They use these survey’s everywhere, including in uni and they are a pain. Not least because the bosses don’t understand basic statistically analysis. They’ll set an arbitrary target of say 85% positive reviews (with anything other than a firm positive essentially counting as a negative), ignoring the take up of such survey’s (if less than 50% of people fill them out, its probably not statistically relevant, unless you’ve got a few hundred responses) nor the comments at the bottom (generally they’ll blame the obvious scapegoat for a bad review, even if the comments point out its managements fault for not resourcing the service properly).

    Funnily enough, they did a survey once to rate management at one workplace I worked and never published the results, probably because they didn’t like the answer they got!

    Liked by 1 person

    • daryan12

      March 9, 2020 at 8:46 am

      I’d also question your use of the term “engineering”, we engineers usually try to use maths and analysis to solve problems. These kind of survey’s tend to be the opposite of all that!

      Liked by 1 person

      • AnneMarie

        March 9, 2020 at 12:07 pm

        Indeed, maybe manipulation would have been a better word?



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