It’s been forever since I last took a multiple choice test. My recent experiences were all just survey questions. But man, to construct a decent survey seems to be an art in itself, because half of the time they leave me scratching my head bout how badly the available choices represent reality.
So I signed up with a new bank recently. They gave me a debit card with which I pay my business expenses, 85% of which are payments for postal charges of my local mail carrier. All was well for the first few months. Then, suddenly, they wanted me to verify my payments through an app on my phone. They don’t seem to have some intelligent pattern recognition in place, so now, even though I pay similar amounts to the same company all the time, they ask me every single time to login to my account on my phone and verify. Annoying. But what was even more annoying was that the verification didn’t even work! After a few failed attempts and workarounds, I finally had enough and contacted customer support, who told me I had to de-install and re-install the app. When I did that, my phone told me I didn’t have enough space to install the app. Anyway, long story short, I am now able to do what I was able to do before, albeit more slowly in a more complicated manner, and it only cost me about 2 hours of my life. Great service!
What does all that have to do with multiple choice questions? Well, a few days later, they sent me an invitation for a customer feedback form and boy, did I want to give them some feedback! But the survey was constructed in such a closed way that I couldn’t even express what happened to me. And they also did not have any way to enter any additional description. So I just gave up and didn’t submit it, because I’ve got more pressing things to do.
It’s a dilemma though. By not telling them how much they suck, they think that there are no problems and don’t improve their service. On the other hand, if I take 15 min of my precious time to tell them all my grievances, the message will most likely disappear in a company memory hole anyway.
Ah, the joys of dealing with faceless companies.