The article discusses the positive, or optimistic, framing of customer
satisfaction surveys, referencing research in the 2016 article "Mere
Measurement ‘Plus’: How Solicitation of Open-Ended Positive Feedback
Influences Customer Purchase Behavior,” co-authored by Sterling A. Bone
in the "Journal of Marketing Research." The impact that positive
customer surveys have on consumer purchasing behavior, including in
regard to the manipulating customer perceptions, is discussed.