Customer (Dis)Satisfaction Survey

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  • Updated 3 years ago
  • (Edited)
Posting here since direct emails to the supposed survey originator has gone unanswered.
I have been receiving 'Satisfaction Surveys'  supposedly by Aerohive and setup crudely on Survey Monkey or other third party sites.  

My local reseller did  clarify that  Aerohive uses third party formulators for surveys but surely, the level and tone of the emails can be improved up ? If I wanted entertainment , I would go back to reading emails from  Disenfranchised Princes   eager to share their inheritance with me.

For example how is it my problem that  the text which is helpfully in bold and yellow background in the original email by the sender  states "the sample size is still lower than statistical significance (5%) "  ?   This in itself might be construed as   being unnecessarily non customer friendly. 

The text of the email is quoted below - can someone from Aerohive actually confirm if they are aware of this ?

My name is  <removed> I am a Product Line Manager at Aerohive Networks, Inc. May I please ask you how important is certain log data in Wi-Fi network to you? Your input can help us improve related features in future releases. You could share your thoughts via below quick survey.


Out of about 650 recipients in the first round email blast, I have received 20 complete responses. Thanks you! Yet, the sample size is still lower than statistical significance (5%). I am hoping for 20 more responses from those who have not responded.

 There are many types of log data in Wi-Fi network management system, such as events, device alarms, device Syslog, NMS Audit log, Wi-Fi client activity data, Wi-Fi client connectivity issues.... Your organization may be using some or all of them. Thank you in advance for taking time to give us input!

Thanks,<name removed>

Product Line Manager | Aerohive Networks
Office: ***** <taken out but available on email>
I am inclined to think the survey methodology and the unconventional tone of the emails combined with the lack of response from the supposed originator makes me think that this could lead to confusing signals - is this spam ? 

Worst case, the respondents dissatisfaction with the survey itself might reflect on the product.

Has anyone else been receiving them ?  or am I the only one out of 650 ?
Photo of Anjanesh Babu

Anjanesh Babu

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Posted 3 years ago

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Photo of Mike Kouri

Mike Kouri, Official Rep

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I had to ask around, yes this was a legitimate survey that one of my peers initiated on her own. She is on holiday now, explaining the lack of response.

When/if we do surveys like that again, we will be more cognizant of people's concerns about spam and will do a better job of phrasing the questions.