Ever get a request for feedback on an experience with one service or another? Maybe it's a "short" survey. (I chuckle at what some companies consider a short survey.) How you react to these types of requests makes you...you!
I recently had an issue with a company that I use regularly. I started with the customer service department. After being on hold for about 10 minutes, I got a charming young lady who seemed to sincerely want to resolve my issue. After allowing me to explain my situation, she indeed settled the problem to my satisfaction and quickly! At the end of the conversation, she asked me to participate in a short survey about my experience. I was happy to oblige as I did have a positive experience! I assumed the survey was to be conducted by artificial intelligence (AKA a computerized voice-activated system) because a voice announced that the survey would take a few minutes to complete. It was my day off, and I had no pressing appointments, so I continued to wait for it to begin.
The 'short survey' turned out to be nearly 20-minutes long!
Did you like this or that or rank this based on a 5-star scale….. 5 being the best…You know the drill. About 10 minutes into this 'short survey,' I was getting annoyed and contemplating that I'd just hang up. But I continued to satisfy my curiosity about exactly how long this would go on.
What Makes Great Customer Feedback
Finally, as I finished, I reflected with pride on what really makes a difference in customer feedback. The best approach only asks the essential questions: rating your experience (five stars being the best), and if anything falls short of perfect, asking "What can we do to make it a 5-star experience!" That's the kind of feedback that truly helps improve service and shows genuine care for customer opinions.
So, what was your last feedback experience? Who asked for it? Was it a positive or negative experience? Was it a long or short survey? What occasion brought you to complete a survey? Whatever it was or however it got resolved, it made you… you!
By David Edge
David Edge is a retirement lifestyle writer and contributor to the ARA monthly newsletter. His articles blend personal stories with practical insights on living well in retirement.
You Might Also Like
- Here to Help: Why Personal Service Still Matters in Retirement Planning
Lifestyle & Mindset · David P. Schaeffer - Communication: When Miscommunication Happens in Retirement
Lifestyle & Mindset · David S. Edge - To Answer or Not? Phone Communication Tips for Important Calls
Lifestyle & Mindset · David P. Schaeffer
Easy Eddie's Take
David's experience really hits home for many of us, especially when dealing with Medicare customer service, Social Security Administration phone calls, or insurance companies. Here's something most people don't realize: in 2026, you actually have specific rights when it comes to customer service wait times and survey requests, particularly with Medicare Advantage plans and Medicare Supplement insurance providers.
A question I get all the time is "How long should I wait on hold before trying a different approach?" For Medicare-related issues, the Centers for Medicare & Medicaid Services recommends trying their online portal at Medicare.gov first, which is available 24/7. For Social Security matters, creating a my Social Security account at ssa.gov can often resolve issues without any phone time at all.
When you do get those feedback requests, remember that your voice really matters, especially with healthcare providers and financial service companies. Your feedback helps improve service for all of us, and sometimes it's the only way issues get addressed at the corporate level.