About 20 years ago I was between full-time jobs and I got a freelance job working for some pretty hoity-toity creative people at an agency in Durham, North Carolina called McKinney.
McKinney had an excellent creative reputation and I was intimidated by the job. What's more, I had never met the creative people before and I was working without a partner. Also, I was new to freelance. I had never really done it before. In short, I had no place to go, no one to turn to for encouragement or reassurance. I felt more than a little out of my depth.
I knew I was working hard and doing a lot of work, but I wasn't sure if the work or if I were up to snuff.
Most creatives probably have that feeling now and again. No matter if they're seasoned and ensconced in an agency or on an account or if they're fresh out of ad school. This is a very subjective business and it's not always plain to see how your work is being received.
About two weeks into the assignment I had just finished reading a bunch of scripts to the group creative director of the business. For anonymity's sake, I'll call her Matilda.
"Matilda," I said "Are you happy with me?"
There was a pause on the other end of the phone and quite a long bit of silence. A pause that added to my case of nerves.
I repeated the question and added to it.
"I've been working for you for two weeks. I've presented a bunch of work. You've given me feedback. But I need to know. 'Are you happy with me?'"
Finally she laughed.
"No one's ever asked me that before," she said. "Thank you. Yes, we're happy."
As people who read Ad Aged regularly know, I've recently had two rounds of cataract surgery at New York University hospital in Manhattan. The surgery itself an experienced doctor can do in about the time it takes to scramble an egg over a high heat. But before the surgery and after, I must have had ten visits.
Testing and measurement. Testing and measurement again because they forgot to test and measure something. A post-operative session the day after surgery. On Tuesday next week, I have yet another follow-up examination with the surgeon.
I've also had a dozen phone calls with low-paid but officious phone-callers. Also about forty text messages via something called my chart reminding me of appointments, medications, not to eat before surgery and so on.
In all, I'd guess I've had over 50 points of contact around the procedures.
After each one, I've been asked to fill out a survey on how things went. Each time they ask you to fill out a survey, the letter asking you to do so starts by apologizing in case you've already filled out the survey.
I feel like we're getting to the point where they'll start sending me surveys on how my survey filling out experience has been.
I suppose all these surveys are translated somehow into ones and zeroes and populate my patient profile. If I complain that the woman at the front was surly and never looked up from her 96-ounce cup of coffee, I'd guess they have some way of codifying in and marking it down.
All this surveying and contact is supposed to make me feel that someone gives a shit. Like I am receiving attention and care. That someone's concerned enough with my well-being that they're conducting surveys to see how they can improve.
Modern life today is monitored for quality assurance.
But the only quality they're assurancing is that you pay too much, wait too long, have a lot of unanswered questions and still feel fairly like a strand of hair swirling down a drain rather than a human.
Since we're subject to so many surveys, it probably makes sense to have a couple rules about surveys. Here are a few.
- If you're not going to change your behavior, performance or how you serve people based on responses, what you sent is not really a survey, it's a sham. It's like one of those 1970s psych lab experiments where the button you're told to press doesn't actually do anything, but you don't know that.
- A machine should never send a survey about how a human performed.
- A human should never send a survey about how a machine performed.
- Improvements based on survey responses should be tabulated and published. "You told us we didn't have enough cashiers. We've doubled our staff and reduced wait times accordingly.
"Not at all," he replied. "You only have to make them think you're doing it because you care. It doesn't matter if you make things better or worse. People just want to know you're paying attention."