marcia smithen cohen sent a message to Robin Hayes that said:
All the companies (practically all) I use for credit cards or travel services send me surveys after each and every transaction. Enough of this! You should instead send me, a regular user for my travel purposes, a one liner question: "did our service continue to satisfy to the extent that you will continue to book with us? If not, please answer a few questions so that we can consider how to resolve the issue in the future." That way, I will not feel disloyal for not answering the barrage of questions each time I make a phone call or book flights with you. My continuing loyalty should not bring me this continuing irritation. I should be able to advise you quickly that all is OK or that I had a problem (yes, do use the spoiler that you do not act on the individual anonymous comments but pool them for considering changes and improvements).