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Yeah, those surveys are a stupid industry standard. I recently took a class on building and administering a Citrix Xenapp/Xendesktop environment. The survey asked if I would recommend the class to my friends and family. Why would I do that? If I had a tooth extraction, would I recommend my friends and family get a tooth extraction too?
Then there's companies like Comcast. How likely am I to recommend Comcast to someone; extremely likely. Is it because of my wonderful experience with them? Heck no. It's just that if I have to choose between Hitler or Lenin, then I have to go with the lesser of 2 evils. My recommendation is no indication of my level of satisfaction.
Still, I don't have any better way of determining customer satisfaction, except for simply observing where people spend their money. I mean, does Apple need customer sat surveys to tell if their phones are selling?
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