DAZ surveys! Public Service Announcement
Wonderland
Posts: 7,020
Have people noticed that there's a survey you can fill out every time you check out here? There are so many complaints in the forums and mods have to wade through them and usually have no way of doing anything about things unless it's a store glitch that immediately needs fixing. We are told DAZ employees rarely read the forums. But they apparently must have someone reading the surveys who could hopefully let the powers that be aware of our thoughts. If enough people complain about the same issues, maybe something will be done about them. Or come up with new ideas that could improve the shopping experience here. From now on, I'm going to try to put in some thoughts and ideas whenever I can. Today I was inspired to write this after reading another thread:
"This is not about this purchase but issues in general. Please read this thread https://www.daz3d.com/forums/discussion/613136/losing-me-as-a-customer
DAZ really needs to bring DAZ Deals back in its full function for free or create something similar in house and available on mobile. On sales pages links to user images and forum discussion, price history and SMS for flash sales. I shopped much more when all this was available for free from DAZDealz and would even more if available on iOS.
Has DAZ considered creating its own app? Could have notifications like “Your wishlist items at lowest prices of the year! Click here now!” Or ‘check out this artwork in the gallery by an artist you follow using this item now at its lowest price!’” That would definitely provoke me to purchase more and check the site more often. Thank you. '
i have many more thoughts and ideas and may add more each time. I think everyone should use these surveys so our opinions are known!
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Comments
I am not going to tell them how they can fleece me of more money as well as add me to a database
not that I probably haven't been already from their newsletter Survey Monkey ones
I have already stopped suggesting stuff on the forum because those pesky PAs go and make it and I buy it
I'm not sure anyone actually listens to survey information... I get the impression they generally just look for stuff that agrees with whatever the game plan is... like if you have 5k people complaining "x" is a huge problem, but 20 people are like "thanks for the new font choice" that's the part that gets noticed.
Thats not for DAZ in particular, I take that as a survey thing in general... and unless I'm mistaken most surveys are not actually conducted by the site you are commenting on or about... I can't even fully imagine how that works in that case unless it's just statistical information or key words being looked at when it's a survey that allows you to write your own thoughts/experiences... otherwise it's just narrowly worded questions that generally leave little for one to expand on... "Did you love or really like the razor sharp steel edges on our bath soap?"... Meanwhile you are like, "bro... I cut off a toe... uh... I hated that but... I guess really liked is closer to hated... so... uh... number two..."
Think of how many surveys are out there that you can participate in that are located at the bottom of your register receipt... I can't imagine Walmart or The Home Depot has actual people reading them.
I imagine that usually why many surveys say "Tell us what you think for a chance to win $5,000", otherwise nobody would waste their time on something nobody cares to change or fix.
Plus many are just another way to collect purchase data or contact info.
This sort of is along the lines of what I mean...
https://www.forbes.com/sites/lydiadishman/2014/03/07/retailers-your-surveys-are-making-customers-suffer/?sh=d8919192b4fc
This one is interesting, particularly the part about close ended questions...
https://monkeylearn.com/blog/customer-survey/
I'm talking about the survey you can answer every time you purchase something. It asks how your experience was and you can put in a star rating that opens up a dialog with two spaces for you to write whatever you want. I think one was 'How was your experience shopping?" and the other 'What made to buy what you did today?" Or something to that effect. You can write as much as you want, talk about any issues you have. Hopefully someone is reading it. If enough people repeat the same things, they may do something about it. I would think they want to know for their own market research purposes.
There's a survey when you buy something?
Yes, on the "Thank you for your purchase," or whatever it says page when your order goes through.
Huh, I never noticed that. I'll look for it the next time I pick something up.
I confess that I don't know what those post-sale surveys are intended to accomplish. At that point in time, I've obviously completed the sale, but haven't yet put the purchased content to any use. What, exactly, am I supposed to provide feedback for? The sales process? It's a routine debit card electronic transaction for me.
I can't tell if it's just poorly conceived (Wouldn't it be better to email me a survey after a week so that I might have actually used the content?) or a cynical attempt at indicating an interest in consumer opinions while knowing that the customer is unlikely to have an informed opinion about their purchase.
Over at Rendo there's a "review" option on the page where each product is sold and virtually all are complimentary or constructive rather than whinging. I find it very helpful. Maybe Daz could incorporate a similar system.... some time between now and the heat death of the universe, probably the later so I won't hold my breath.
For what it's worth, every time I've been part of a customer survey drive we were absolutely looking for actionable feedback. In my experience anything that asks you to write out your answers is 100% worth your time; when we did those we would often be able to pull quotes and take them straight to decisionmakers to advocate for changes. It may sound counterintuitive given the way most businesses work, but never underestimate the impact a single user story can have, even on people at the top level of a company (who are often alienated from feeling like their work makes a difference, oddly). I've seen ideas or changes with tremendous internal support and plenty of hard data to back them up go nowhere for years until one whole user would write earnestly about them and suddenly they became budget owners' pet projects.
The customer survey info in that blog is pretty in line with my experience. Anecdotally:
And so on. Narrow scope, closed-ended and specific questions, and ranking are often used because they already know what changes are possible or what they can replicate. I have been in the position of trying to show that X number of people don't mind quite a lot of the thing they hated, but a vast majority put "It cut off my toe" at a 5 on the Hated scale, so if we can remove that one thing but fix nothing else, we should probably still do it.
Overall, if a survey looks like it's had any kind of bespoke effort put into it, it's someone's project or they spent money on it and they actually want your answers. TL;DR marketing is weird.
Okay.
1. If you were able to accomplish the transaction smoothly and routinely, what is there to comment upon? Is there somebody out there responding to these surveys with oddball suggestions, like "I'd like to be able to pay for content by mailing cash to Daz" or "I wish the purchase button was a different shade of blue". How about "Prices should be displayed in Roman numerals!"?
2. If you were unable to make a purchase, you don't get a survey.
3. If you were able to make a purchase only after contacting Daz about a payment or account issue, Daz should already be aware of the issues, so the survey would be redundant.
I'm still not seeing how a post-purchase process is useful.
I mean, anyone is free to skip them and they don't bother you with emails or texts. But the forums here are full of threads with people giving feedback about the store experience, I don't know why this seems like such a strange thing to give feedback on.
How is a post-purchase process useful?
It works for me since I can type in whatever and I usually work in something about sales tactics or other things I either love or refuse.
Example: What got you to buy this?
Sample answer 1: Finally Duckforth 9 was on a good deal that doesn't require any New Release purchases.
Sample answer 2: BBEG Poses are by Favorite PA and usable in Fave Genre pieces and the promo actually works with the Daz+ coupon.
Yes, but I am more than a little concerned that all protons will decay first and then where will we be?
I could see how these answers would be useful to Daz, although neither of them are about the process of making the purchase-- the mechanics of the actual exchange of money for whatever we're buying from Daz.
Customer decision-making & reasoning information can, of course, be useful--assuming that is what Daz wants to collect with those surveys. Information about price, qualifying purchases and other discount conditions (like "doesn't require any New Release purchases"), favorite PAs, favorite genres, and coupon usage would all be tracked automatically by an e-commerce company of any degree of competence, and one would think reports/summaries on that sort of thing would be examined constantly. Otherwise, somebody is asleep at their post. Indeed, surveys of why we didn't make purchases would actually be more useful, as the non-purchase reasoning is usually far more ambiguous and variable.