Allowing customers to express themselves

My local health club has a "Comments" box and a supply of forms for members to express their pleasure or their dissatisfaction about the facility. The form begins with a simple "triage" set of check-boxes which members can use as shorthand to express their present frame of mind. Options are:

* Impressed
* Surprised
* A Bit annoyed
* Very mad
* Just wanted to suggest...

These options help categorize comments, but, more important, encourage shorter responses. By providing me with a "Very mad" option, I was able to devote space to explaining the problem, rather than explaining how frustrated I was. In doing so, my anger began to dissipate as I wrote.

Guerrillas always solicit feedback. Here's how to solicit it most efficiently.