In response to last week's editorial, customer surveys have their pros and cons, cons, but they shouldn't be entirely eliminated.

Unfortunately, many surveys today feel like hollow exercises, as feedback often disappears into automated systems without leading to real improvements.

As a supervisor, I rely on customer feedback to maintain high standards and hold my team accountable. Public opinion also matters to leadership, helping assess overall performance and identify areas for improvement. Honest input from surveys can reveal issues with virtual assistance that internal systems may overlook, providing valuable insights.

Surveys are essential when used to genuinely improve service rather than as marketing tools or data collection for algorithms.

My upbringing taught me the value of loyalty, responsibility, and treating work as if it were my own family business. These values reinforce my belief in the importance of meaningful feedback for delivering quality service.

I hope customer surveys continue as tools for accountability and progress, ensuring companies truly listen to those they serve.