How To Build A Crappy Survey

Welp, today I fly back to Cali. And, though I’m not flying United and am yet to find out about the wifi situation, I thought this was a good story to post.

Jared Spool took his hellish experience with United Airline’s drawn-out, unclear, down-right useless (for the customer and the company) wifi internet access survey and turns it into an amazing learning experience. Moral of the story: giving your customer the feeling that they are making an impact and treating them with gratitude can really go a long way.