The most critical metric when gathering feedback from our people is the same metric that is totally ignored. If you don't know your RESPONSE RATE, then you won't know if your results are meaningful or meaningless, whether interpretable or misinformation.

Takeaways:

At (1:30): Why your old professor had it right: results are only interpretable if you have high response rate.
At (3:50): Our gut feeling about surveys is correct - we're only hearing from the extremes. Here's how to avoid this.
At (4:50): You would never consider doing this, yet we do it with our customer feedback all the time!

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Dr. Champagne named "Technology Visionary" by SURVEY Magazine