On useful surveys

You know you need to get feedback from your users – you probably already do it. Lately Iโ€™ve spent a tonย of time carefully adjusting, rewriting and generally fiddling with customer communications, trying to pin down the perfect number of words and the right timing to say something and get a response without annoying people or turning them off. Something just happened that so perfectly illustrates a few key principles to follow that I had to write it down.

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