Wal-Mart, Senior Citizens, and One Angry Blogger

A quick thought before I leave:

I went to the Wal-Mart site to look for some workout equipment, and a survey popped up in my face.  Annoyed, I agreed to take it and lie to show them how annoying pop-ups are.

The first question was an age question, with seven answers ranging from “Under 18” to “65 and over.”

I chose 65 and over, obviously.

Suddenly the survey shut down, took me to a page thanking me for my time, and closed the window.

After the first question? There are four possible reasons Wal-Mart would do this:

1) They wisened up to people lying on surveys

2) They don’t think people 65 or over can take an online survey

3) They don’t care what people 65 or over think

4) All of the above

There’s a 75% chance they have a negative opinion of their customers.  If I were them I’d just skip the survey and pay for some focus groups, rather than run the risk of making a customer angry.

This is also why corporate reputation management is integral to the physical and digital health of any business. Anything can be published and internet users are quick to judge and comment.