A new stereo was being developed, and the electronics company created a focus group. They gathered people around to ask them what they thought of the stereo.
The features, whether they liked it, what they’d be willing to pay.
People said they’d happily pay $90, $100, or even $200.
Of course, the electronics company was thrilled! People loved the stereo!
Then, the focus group leader had an idea — he said “we’d love to thank you for participating in the focus group! We’ll be selling this stereo for $80, but we’d love to give you one. You can choose either the stereo or $20 cash”.
You guessed it — everyone took the cash. They’d been providing positive feedback the entire time to fit in with the group, not appear harsh or negative, and be liked by the focus group leader. After all, the company had spent millions of dollars developing the stereo! They didn’t want to be discouraging.
The Feedback Gap
You see, there’s a gap between what people say and what people do. [Read more…] about The Feedback Gap – How to get more accurate audience feedback