storyinmypocket:

pervocracy:

Everyone knows that on Uber/Lyft you should always give the driver five stars unless they, like, drive the car into the ocean or something, right?  You can’t say “the ride was fine, nothing special, so I gave them three stars,” because the company will punish them for being anything less than perfect.

Well, you should know that the same rule goes for any kind of customer service survey.  Unless the service you received was unacceptable, give them 5/5 or 10/10 or whatever.  It’s annoying, because it ruins the sensitivity of the survey, but it’s how it’s gotta be.  9/10 gets treated like a problem and 6/10 gets treated like a disaster.   Understand this and do the workers a favor by grading easy.

Also, remember that when the survey says, “How likely are you to recommend [Company] to others?” or “How satisfied are you?” that really refers directly to the last person to help you, and will show up in their personal metrics.

Not the idiot who screwed everything up three calls ago, not the company as a whole: the last person you spoke to. If they fixed your problem and you answer the “Would you recommend the company?” question with a 3/10, you’re not providing criticism of the people who couldn’t help you – you’re hurting the one who did.

It sucks, and it makes it super hard for the incompetent people to get weeded out, while it punishes the competent ones. I’ve lost track of how many surveys I’ve gotten back with a ridiculously low score and a written-in comment that says, “Jacqueline was wonderful, but I really hate [this policy/this other agent/etc]” and, I mean, it’s great that they said nice things about me in the comments, because it means my boss doesn’t have to listen to the entire call to find out if he needs to yell at me, but that still reflects on me, personally, as far as the number-crunchers at the company are concerned.