Although I'd heard about the legendary service at Zappos, I hadn't experienced it first-hand until last week.
During a purchase and later an exchange, I was impressed not only by the variety of choices on the site but also by the knowledge and friendliness of the Zappos employees I spoke with (yes, I used old-fashioned phone calls to discuss the shoes and the return procedure).
Also impressive: Zappos followed up with an e-mail to ask about my reaction to the phone rep I'd talked with.
Here's the survey in its entirety, sent by a Customer Loyalty Lead:
>>Do you remember your conversation with _____ from Zappos.com?I responded with comments and specifics and got another note thanking me for participating in the survey. No wonder Zappos is known for its service--every detail counts.
a. Yes, it was awesome
b. Yes, but vaguely
How would you rate the service you received? Please elaborate if possible.
a. Fantastic - I wish I could speak with _____ every time I have to call Zappos
b. Standard - This is the service I receive whenever I contact a company's customer service
Do you have any points of feedback regarding your call/conversation with ____ from Zappos.com? Please list details.