There’s appears to be a massive proliferation of consumer centered companies interested in obtaining feedback from its customers. Almost where ever I purchase something and receive a receipt, there’s an online or a mobile survey link in the receipt. For this article, I want to share my experience with a mobile survey from Kentucky Fried Chicken.
I’m not sure about you, but I like Kentucky Fried Chicken – KFC. Actually, I’m pretty much a sucker for anything fried, but especially chicken. But, my love with KFC actually started back in High School, where I worked as a cashier at KFC, but then rose up the ladder to become Assistant Manager. At the time, that was a pretty big deal for me, especially since I was only a Junior in High School, working 30 hours per week while maintaining a normal High School curriculum. But, I needed the money and, in retrospect, having that type of business experience early on in my life taught me so much that I still draw from even today.
Back to the mobile survey.
So, after I bought some original flavor Kentucky Fried Chicken, I received a receipt that had a survey invitation. So, while in the car, I decided to take the survey on my iPhone and this is what I was presented with:
A few observations:
- KFC chose to use a 7 point likert scale for their NPS Survey.
- They placed a small space between “Unlikely” and “Likely” to better discriminate between choice options.
- Because of the mobile aspect, they were sensitive and very wise about making the survey just one question and they made it very easy to complete. I imagine response rates for this survey are very high.
It’s a beautiful design and the mobile aspect is very forward thinking. This survey only had 1 question – yes, it’s the Net Promoter Question. Of, course, I’m a Promoter. The mobile survey software is designed very nicely. Kudos to KFC – great chicken, and great mobile survey design.
Mobile Survey: Net Promoter Score, Fried, Crispy, or Grilled is a post from: Lean Six Sigma Consulting