Wednesday April 20, 2022; 8:55 AM EDT
- I just got a survey from @Uber about my experience at LAX yesterday. My experience with Uber was fine. All normal, no problems. But—#
- The experience of getting from Terminal 7 baggage claim to #LAX-it, where Uber, Lyft and taxis pick up, was long and labyrinthine, especially with three bags and two boxes between two people.#
- So the *whole* experience should be part of the @Uber survey. It wasn't, or I missed it. So I bailed on it part way through. I don't know if that will be meaningful to Uber or not. But—#
- I do know that there are better ways for customers to help companies than through surveys. I touch on those a bit here: blogs.harvard.edu/doc/2016/08/17/cash-vs-the-customer-experience/#