“ How did we do? “
Discussion
Is anyone else sick of this question ?
The f
king postman knocked on my door this morning to ask if I’d fill in an online survey asking if the service was good , or maybe even 10 out of 10 .
It may well have been had he put the post through the letter box and not bothered me !
Don’t get me wrong , he’s a nice guy and does his job over and above but back in my day people went the extra mile without questioning .
Took my wife’s car in for a recall and I’m inundated with texts from the dealership asking for a max score , if I can’t give them that can I phone them first !
I think it’s a justified rant ?
The f
king postman knocked on my door this morning to ask if I’d fill in an online survey asking if the service was good , or maybe even 10 out of 10 .It may well have been had he put the post through the letter box and not bothered me !
Don’t get me wrong , he’s a nice guy and does his job over and above but back in my day people went the extra mile without questioning .
Took my wife’s car in for a recall and I’m inundated with texts from the dealership asking for a max score , if I can’t give them that can I phone them first !
I think it’s a justified rant ?
The worst ones are when you visit a website for the first time ever and a pop up survey asks for your opinion...
I hate how companies rely so much on recommendation. I'll recommend you visit somewhere for amazing scenery, once in a lifetime destination or a festival that happends only every decade, but seriously FRO when you want me to big up my latest purchase of clothes pegs.
I hate how companies rely so much on recommendation. I'll recommend you visit somewhere for amazing scenery, once in a lifetime destination or a festival that happends only every decade, but seriously FRO when you want me to big up my latest purchase of clothes pegs.
paulwirral said:
Took my wife’s car in for a recall and I’m inundated with texts from the dealership asking for a max score , if I can’t give them that can I phone them first !
I've done that - phoned them and said "before I fill in the survey...". They didn't give a toss.Mercedes used to have the customer satisifaction score for each dealer on that dealer's website - they removed it as the scores dived!
Edited by Sheepshanks on Tuesday 30th April 12:01
In a previous job I had a DELL engineer come out to one of our sites to replace a faulty part on a server.
After he finished he informed me that I would be getting a satisfaction survey by email and that how he would like me to give him 10/10 for the sections regarding the engineer as he felt he did his job well and therefore couldn't expect anything less than 10/10.
I think I gave the cheeky fker 4/10 
After he finished he informed me that I would be getting a satisfaction survey by email and that how he would like me to give him 10/10 for the sections regarding the engineer as he felt he did his job well and therefore couldn't expect anything less than 10/10.
I think I gave the cheeky f
ker 4/10 carlove said:
I bought a new car a few years ago, and the salesman asked me when the survey text come through to give 10/10 as he gets a bking if he gets 9/10. He was alright for a car salesman and I gave him his 10/10.
I normally ignore the how did we do texts.
This is the problem with NPS (Net Promoter Score) that so many businesses use to... Erm... "Encourage" their employees. king if he gets 9/10. He was alright for a car salesman and I gave him his 10/10. I normally ignore the how did we do texts.
Anything less than an 9 is unsatisfactory, less than. 7 is bad, everything less than 5 is unacceptable so really.its a system from 1 to 5 that starts at 5. b
ks in other words. The problem is a lot of people have never worked under NPS so they think 5 is an average score.
I generally don't bother with surveys or ratings. If someone has done an exceptional job, write a proper complement and mention them by name.
I've posted this elsewhere before but a number of years ago when I took my XF to a main dealer for a service, their online survey asked how likely it'd be if I'd recommend them to friends and family. You could add an explanation as to why you'd given the score you had. I gave them 0, and said that because my BiL was the local SEAT DP that all the family went there for servicing. and that they all drove SEATs so why would they go to a Jaguar main dealer.
Next time I was in the service manager said they'd got a huge bking because of my low score. I explained why but they said they never read them, they just look at the scores. I've never bothered filling in a satisfaction survey since.
Next time I was in the service manager said they'd got a huge b
king because of my low score. I explained why but they said they never read them, they just look at the scores. I've never bothered filling in a satisfaction survey since.spitfire-ian said:
Someone gave a restaurant near here a one star review on Google because they hadn't visited or eaten there so could only give one star!
I bought something from an eBay seller recently whose 1000+ positive feedback was spoiled by a neutral and “cancelled order so don’t know if good or not”.They walk among us.
A primer:
https://www.qualtrics.com/uk/experience-management...
Now rather overused I think, as the thread illustrates.
https://www.qualtrics.com/uk/experience-management...
Now rather overused I think, as the thread illustrates.
spitfire-ian said:
Someone gave a restaurant near here a one star review on Google because they hadn't visited or eaten there so could only give one star!
Google has a habit of asking me to review places I have walked past, or stopped in a car park nearby. Or places that you don't need to review - such as the railway station. You either need to use the station or you don't, nobody is going there for fun, and its no like you can go to another one if you don't like this one.captain_cynic said:
This is the problem with NPS (Net Promoter Score) that so many businesses use to... Erm... "Encourage" their employees.
Anything less than an 9 is unsatisfactory, less than. 7 is bad, everything less than 5 is unacceptable so really.its a system from 1 to 5 that starts at 5. bks in other words.
The problem is a lot of people have never worked under NPS so they think 5 is an average score.
I generally don't bother with surveys or ratings. If someone has done an exceptional job, write a proper complement and mention them by name.
I used to have to deal with this bAnything less than an 9 is unsatisfactory, less than. 7 is bad, everything less than 5 is unacceptable so really.its a system from 1 to 5 that starts at 5. b
ks in other words. The problem is a lot of people have never worked under NPS so they think 5 is an average score.
I generally don't bother with surveys or ratings. If someone has done an exceptional job, write a proper complement and mention them by name.
ks before I retired: Overall it was used to score each engineer over the year as part of their performance and could (in theory) impact their pay rise if their overall performance score was less than 'B' (the survey part had quite a high weighting on their score too). Trouble is that customers would be quick to give a low score for something unrelated to the engineer such as they felt the prices were too high for the equipment, or long delivery time during Covid, etc. UK customers seemed to think that 8 was a good score, but as you say anything less than 9 was 'unsatisfactory' which maybe wasn't their intention.
If we received a low score (I think below 3, can't recall) and/or any poor comments then as manager I had to follow it up. Sometimes with just a phone call, occasionally I'd have to go to the customer site for a face to face meeting, to basically eat humble pie. Thankfully the later was pretty rare, or they'd tick a box to say that they didn't want to be contacted.
The one good thing about it was that sometimes we'd get an 'above and beyond' comment, so it was a good excuse to contact the engineer and give them a 'thank you' as it was always nice to be able to have a positive call/meeting with them.
Consequently I do tend to fill in some surveys, though I won't do it until I've used an item so if they pester me and I've only just received something and not had chance to try it out, then they don't get a response.
Still glad I don't have to deal with this stuff now I'm retired though.
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