Survey fallacies

Support teams are frequently tasked with figuring out “what the customer wants” with some sort of pre-defined survey. As if a well-constructured set of questions will miraculously fix latent problems in the product.

My two cents: a survey is only worth doing if the product team is willing to devote non-trivial resources to what the survey illustrates as meaningful improvements to make. Without that commitment you’re just wasting everyone’s time.