In an interesting study, researchers at UBC have found that customers express higher satisfaction when they’re served by white men than by women or people of colour — even when their behaviour is exactly the same. Marketing professor Karl Aquino expressed surprise at the findings, as he told The Globe and Mail
“We had thought there would be some bias going on in the sense of people who were males or whites would be rated more positively,” Mr. Aquino said
“But we didn’t anticipate that for performing the same behaviours, the women and minorities would actually be rated lower,” he said of the study to be published in the Academy of Management Journal.
This study should not be surprising at all.
What this study demonstrates is what Raymond Breton calls the “symbolic order”; we unconsciously place white men at the top of our social hierarchy. We do this in multiple ways, including placing art, culture and ideas at the top of an invisible ladder. Public Enemy sums it up nicely in “Fight the Power”:
None of my heroes don’t appear on no stamp
We know that people have largely unconscious reactions of sexism and racism, oftentimes without even realizing it. It is likely that these unconscious ideas bleed into marketing research easily, especially when such studies are quantitative in nature, and therefore lack the thick description or deep probing offered by qualitative approaches.
This finding has wide-reaching implications. First, when companies use customer satisfaction surveys, they must be aware of the inherent inaccuracy of these surveys. You may believe you’re accurately measuring actual satisfaction, but this study shows that frequently, we don’t measure any such thing. Secondly, such surveys are often used to award bonuses or even job security. As we know in academia, student evaluations are frequently what stands between a scholar and a full-time position. If we know that customer satisfaction is driven by factors other than actual performance, then we are likely to be unwittingly simply rewarding membership in a dominant group.
Read the entire story on The Globe. It’s worth a think.