Monday, 26 September 2011

McGovern on satisfaction surveys

Gerry McGovern repeats the often heard maxim - what people do and what people say are not the same. I've seen first hand many times what Gerry outlines this week.

Gerry says:
Time and time again I come across this huge disconnect between what people say and what they do... People are often not cynical on surveys, but are instead positive and optimistic.
The Optimism Bias, or don't believe satisfaction surveys - article by Gerry McGovern

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