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They are a great tool to strengthen any company as long as responses are received from customers. Otherwise, they're useless.
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There is a $14 million dollar copier dealership in Saint Louis that sends out surveys on 3x5 cards (postage paid) with techs on every service call. The returned cards are posted on the wall for everyone there to view. Plus, they direct mail surveys periodically and track the results. Every client who replies with any issues is called by a manager. Their response rate over many years has been fantastic.
If you do a survey and get no response, you're doing something wrong.