egburr writes: I've been working in a customer service / tech support role for many years. Initially, we had a survey rating system that made sense. Great ratings were wonderful, good ratings were okay, and even neutral ratings didn't hurt much, while bad ratings were definitely something to worry about. Over time, that changed to a system with five ratings: very satisfied, satisfied, neutral, dissatisfied, and very dissatisfied. The problem is that ONLY a very satisfied rating is good, while everything else is very bad. I never thought much about it other than that it seems to be a very poor system.
Recently, however, I've been noticing many places seem to have adopted that same system, and the customer service people are a lot more blatant about asking for a very satisfied rating with some even telling me how the system works and that if I couldn't give a very satisfied rating they would prefer that I not respond to the survey at all. I used to give accurate assessments when I completed these surveys, but anymore I feel that I have to say "very satisfied" in order to give the person a good rating if I thought they earned better than a "dissatisfied".
So, I've been wondering, who came up with such a stupid system? What does it really tell you about how good a job was done? What can we do to get a more sane rating system implemented? Does anyone out there have a better system in use where you work? Heck, I would even prefer a system with just two ratings (satisfied and dissatisfied) over what we have now.
egburr writes: Suffering through yet another series of calls to "Customer Service" at my ISP, I have to wonder why the initial reaction is always to assume the problem is at my house. In the nine years I have had broadband service (originally DSL, now cable), the problem I have called in about has never been solved by unplugging the modem to 60 seconds and plugging it back in. All but one time has ended up being a problem on the ISP's side (DHCP server failure, DNS failure, hardware failure). Once I was losing connectivity for about four hours every evening; a technician came and replaced the modem (in the morning, while it was working), and the problem did not happen again. I still don't know what happened then, but I'm willing to count it as a problem on my side.
So, with only one time out of about 20 (rough guess, I haven't kept track) being a problem on my side, why do they always insist on wasting the first five minutes of *every* call with resetting the modem twice? Has that *ever* solved the problem for anyone?
Even with my doubts, I have bought into the idea so well that I do it a couple times before picking up the phone to call (my neighbor first, to verify that his is down too, then my ISP), a couple times while on hold, and still the one or two times they insist on before they will consider any other cause or even check to see that the rest of my neighborhood is also down.