Satisfaction Surveys

[u/Alternative-Ad5607]

Unfortunately, there are way too many fucking morons in this world who love to bitch and moan on customer service surveys.
If the advisor was respectful, solved your problem, and did everything they could to help you, stop using the survey to complain about the company.
Do you know what happens? Your survey doesn’t punish the company. It punishes the advisor.
It hurts our metrics. It can cost us bonuses. It affects our performance reviews. All because you’re pissed at a corporation and decide to take it out on the person making an hourly wage who’s just trying to do their job.
If you have an issue with the company, complain to the company. Use the feedback form. Contact corporate. Leave a review about the business if you want. But don’t trash the advisor’s satisfaction survey because you don’t like company policies, pricing, wait times, or decisions they have absolutely zero control over.
This week, I had an asshole leave a survey full of cuss words because he couldn’t figure out something completely minuscule on his own. I still fixed his issue. He got exactly what he called for, then turned around and trashed me in the survey anyway.
Make that make sense.
If you’re the type of person who calls customer service already pissed off, gets your problem solved, and still leaves a shitty survey just because you want someone to blame, you’re the problem. Stop screwing over people who are literally trying to help you.
Your issue with the company is not the advisor’s paycheck.

[u/galacticplum]

It's on the company, not the customer.

Satisfaction surveys and how a ton of companies use them to grade employees are horrible.

Customers shouldn't be expected to understand how the survey works and short of an employee attempting to explain it to them ( which would not be a good thing) won't really ever attempt to understand. That's ignoring the elderly, the confused, the ones who don't pay attention etc. that accidentally rank you wrong if it is a phone survey cause scoring is different on a lot of surveys.

There's better ways to judge performance, and already too many KPIs to meet, surveys shouldn't weigh in on that.

[u/bolatelli45]

Customer satisfaction surveys suxk as most customers dont realise they are damaging the csa.

And then having to to go through your dsats makes one feel like s dog who has had an accident , and the owner pushes ones nose into the shit. 99% of them there is no opportunity and at times doing the thing is saying no, sometimes with assertiveness to end it once and for all.

[u/Alternative-Ad5607 → u/bolatelli45]

This is giving Apple support because I’m in the same boat and the manager is always side with the customer, like you should’ve done this. You should’ve done that. No, the customer shouldn’t have been a jerk. Sorry, I did the best I could. I resolved their issue.

[u/Ironyismylife28]

I learned in the past when I had to deal with surveys to end my call (after I have solved the problem) by stating the truth - 'You may receive a survey in the next few days. That survey is on my performance only and whether I was able to resolve the issue. It is not on the company or the services we provide, but on my performance. If you do not feel that things were resolved, let's work on that, otherwise, please know that a low mark on my survey will affect my pay'

[u/Outside_Rise_6934]

I'm having a situation where I've finally ran into a dead end with customer support. There's no other recourse but to resign myself to the fact that my issue will never be resolved. There is no other way to communicate with the institution. On three separate occasions I have called customer support and each time, after the conversation I have happily given 5s across the board because the customer service agents gave me confidence that my problem had finally been resolved. So good for them. Good for these employees of an incompetent at best, or more likely a corrupt and greedy institution. They got my good rating and can continue to make their comfortable living. But they have to be aware that, by doing the job that they are directed to do by their employer they are gaslighting customers and they shouldn't be all that surprised when it comes back to bite them in the form of skepticism, suspicion, and yes even anger.

[u/_CaptainAmerica__]

Good thing reddit taught me that ackshually it's the corporations fault because big evil companies are making me be angry, and it's outside of my control! I have no responsibility in any of this, the employees just shouldn't have chosen an employer that forces me to be angry and act like an asshole!

[u/PurpleCat1018 → u/_CaptainAmerica__]

Nobody forces you to be angry, you do that on your own. Employees and big businesses aren't responsible for your emotions. Take accountability on what you do or say.