After my stay at the Times Square Marriott a few weeks ago, I received a postcard in the mail asking me to complete a survey. The first 900 people to complete the survey would receive a $10 Amazon gift card. Sounded good to me; I needed some reading for my next plane trip.
However, I soon realized the challenge would not be to be among the first 900. The challenge would be to follow the steps to get to the survey. Below is the text from the printed postcard:
- Enter the link exactly as it is printed here: HTTP://SURVEYS.COMMONKNOWLEDGE.COM/I4536SM?RESID=J9B47C2
Well, let’s just stop there. Clicking a link of that length is easy. Typing it into a browser, nearly impossible. Did anyone see the l (lowercase L) in there? Or is it an I (uppercase i)? maybe a 1(one)?
They did provide a way to get help:
If you have any technical issues with the survey link please send an email using the following link: http://surveys.commonknowledge.com/SurveySupport/?sid=4456
And yes, the second link was in lowercase compared to the first link in uppercase, and yes, it was underlined. If only I could click on the postcard. No, there was no phone or alternate method listed.
It’s pretty obvious they just printed postcards with the exact same message they approved for emails. It’s a beautiful case of the message not matching the medium. They could match, if Marriott purchased a simple domain name such as www.MarriottSurvey.com that forwarded to the actual survey, or just included a real email rather than a link to a form. (I’d rather type SurveySupport@Marriott.com).
Reminds me of the video Rich posted earlier.