Kobo Survey

pwalker8 · 02-08-2015, 10:56 AM

Kobo sent me a survey link this morning, so I decided to run through the survey and maybe help them improve their store. Wow, what a horrible survey. It gave me a page about library ebooks, even though I said that I don't do library ebooks. Much of the survey was like that, going down paths that didn't match my earlier choices and asking questions without giving an option that actually matched my opinion.

It certainly didn't improve my opinion of Kobo. While I certainly give them kudos for doing a survey, they need to do it right.

DiapDealer · 02-08-2015, 11:08 AM

Other than quickly offering a refund/store credit whenever someone complains, I get the distinct impression that Kobo's just "going through the motions" with regard to customer care and customer experience improvements.

ottdmk · 02-08-2015, 12:37 PM

I would have to disagree. I've had several interactions with Kobo customer service that have been entirely satisfactory, and did not boil down to "give a store credit."

1) I asked the company about acquiring a released ebook that wasn't in their inventory. A couple of weeks later, it was. (I have no idea how quickly the book was added; I certainly wasn't checking for it every day.)

2) When my Aura HD developed a hardware fault (it wouldn't charge) getting a warranty replacement was quite painless.

3) I purchased Susan Cooper's "The Dark is Rising" (#2 in the sequence) because the info on the Kobo website led me to believe it was a collected edition of the entire series. Kobo not only refunded my money, but they corrected the problem on the website (The book is now clearly just #2. There is no e-book collected edition of that series.)

Lynx-lynx · 02-09-2015, 05:08 PM

I've submitted a number of the Kobo surveys and have found their question/answer quality varies.

Some of the questionnaires have been Kobo designed and conducted, and others have been commissioned by Kobo and designed and conducted by companies in the questionnaire industry.

The Kobo questionnaires take approx 15 or so minutes to complete from memory, and the commissioned questionnaires take well over half an hour.

From my observation Kobo may be sending out questionnaires approx every three months.

On occasions Kobo gives a discount code if you complete the questionnaire. Perhaps 35%?

I've got no problems with the idea of Kobo issuing questionnaires. As to whether they acknowledge the information/answers provided, well I'm not sure how common business practice it is to immediately change a company's way of doing things on the basis of one survey result, or even of a couple.

However, the questionnaire does provide feedback of a sorts and that's about as much as a company can ask for.

I agree that there have been answers that I wanted to give as well, but couldn't because of the design of the questionnaire. But I'm not sure that differs from most questionnaires that I've ever completed, and is a questionnaire design issue generally. (That is, it's a problem for the recipient of the questionnaire to give their 'real' opinion, as opposed to the choices provided.)

ElWorm · 02-09-2015, 05:50 PM

The questions in the survey I received led me to believe Kobo is playing with an idea similar to Kindle Unlimited.

02-08-2015, 10:56 AM	#1
pwalker8 Grand Sorcerer Posts: 7,196 Karma: 70314280 Join Date: Dec 2006 Location: Atlanta, GA Device: iPad Pro, iPad mini, Kobo Aura, Amazon paperwhite, Sony PRS-T2	Kobo Survey Kobo sent me a survey link this morning, so I decided to run through the survey and maybe help them improve their store. Wow, what a horrible survey. It gave me a page about library ebooks, even though I said that I don't do library ebooks. Much of the survey was like that, going down paths that didn't match my earlier choices and asking questions without giving an option that actually matched my opinion. It certainly didn't improve my opinion of Kobo. While I certainly give them kudos for doing a survey, they need to do it right.

02-09-2015, 05:08 PM	#4
Lynx-lynx Treachery of images ... Posts: 4,116 Karma: 92523791 Join Date: May 2012 Location: Australia Device: Sony 650, Kobo Glo, H2O, Aura One, Forma, Libra 2, Libra Colour	I've submitted a number of the Kobo surveys and have found their question/answer quality varies. Some of the questionnaires have been Kobo designed and conducted, and others have been commissioned by Kobo and designed and conducted by companies in the questionnaire industry. The Kobo questionnaires take approx 15 or so minutes to complete from memory, and the commissioned questionnaires take well over half an hour. From my observation Kobo may be sending out questionnaires approx every three months. On occasions Kobo gives a discount code if you complete the questionnaire. Perhaps 35%? I've got no problems with the idea of Kobo issuing questionnaires. As to whether they acknowledge the information/answers provided, well I'm not sure how common business practice it is to immediately change a company's way of doing things on the basis of one survey result, or even of a couple. However, the questionnaire does provide feedback of a sorts and that's about as much as a company can ask for. I agree that there have been answers that I wanted to give as well, but couldn't because of the design of the questionnaire. But I'm not sure that differs from most questionnaires that I've ever completed, and is a questionnaire design issue generally. (That is, it's a problem for the recipient of the questionnaire to give their 'real' opinion, as opposed to the choices provided.) Last edited by Lynx-lynx; 02-09-2015 at 05:52 PM. Reason: typo

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02-08-2015, 11:08 AM	#2
DiapDealer Grand Sorcerer Posts: 28,536 Karma: 204127028 Join Date: Jan 2010 Device: Nexus 7, Kindle Fire HD	Other than quickly offering a refund/store credit whenever someone complains, I get the distinct impression that Kobo's just "going through the motions" with regard to customer care and customer experience improvements.

02-08-2015, 12:37 PM	#3
ottdmk Wizard Posts: 1,220 Karma: 3804496 Join Date: Feb 2012 Location: Ottawa, Ontario, Canada Device: Kobo Libra 2, Lenovo Tab M10 FHD Plus, Lenovo Tab M9	I would have to disagree. I've had several interactions with Kobo customer service that have been entirely satisfactory, and did not boil down to "give a store credit." 1) I asked the company about acquiring a released ebook that wasn't in their inventory. A couple of weeks later, it was. (I have no idea how quickly the book was added; I certainly wasn't checking for it every day.) 2) When my Aura HD developed a hardware fault (it wouldn't charge) getting a warranty replacement was quite painless. 3) I purchased Susan Cooper's "The Dark is Rising" (#2 in the sequence) because the info on the Kobo website led me to believe it was a collected edition of the entire series. Kobo not only refunded my money, but they corrected the problem on the website (The book is now clearly just #2. There is no e-book collected edition of that series.)

02-09-2015, 05:50 PM	#5
ElWorm Zealot Posts: 107 Karma: 45000 Join Date: Nov 2014 Device: Kobo H2O, Paperwhite 3, Oasis 2, Pocketbook HD, Glowlight Plus	The questions in the survey I received led me to believe Kobo is playing with an idea similar to Kindle Unlimited.

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