Survey Says


I get endless surveys. I get one each time I stop at CVS. I get one each time I go to the doctor’s office. Any doctor. We go to a restaurant near our house several times a week. I get one on every receipt. I’m a heavy user of Adobe products, and I get a 15-minute survey from them virtually every month. Is all this feedback necessary? Am I not voting with my presence, with my dollars?

As a designer, my work is very visible. Large projects are especially so, and I do have an internal team of critics. There are a handful of people that find fault with virtually any effort, and they tell me so. I always read the comments, but I rarely respond.

Their feedback does rattle around in my brain at the next juncture, and it has made me better. Better at parsing those small slights that I clearly miss. “Why did you list this department first in the agenda.?” Only because they came through first in the paperwork. Nothing nefarious, but we’ll switch that up next time. I’ve noticed that entire divisions feel left out because they are physically more remote from the corporate office. As a result, I’ve made them first by design the next time a job comes around. I make notes to physically visit on a regular basis. Do they notice? I’m never sure, but the effort is what matters.

Does it make me feel bad? Full disclosure – it used to, but it doesn’t anymore. I think it speaks to the power of design. These projects project the company culture, and that’s not nothing. I should be careful, and I am. My critics just point to the holes.

The thing about complaints is that most people are more apt to say when they’re unhappy than to recognize a move in their direction.

The small kindness is always worth it. Always. It improves your work and breeds inclusion. Just don’t expect it to be noted on the comment cards.

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