Am I the only one who is really tired of the near-inevitable requests for instant feedback after every interaction with a corporate contact point? (Except Meh, where they’ve never done that to me, yay!)
Not the only one. And worse I am supposed to strongly encourage the same at my service job. I could win a prize if I receive a good survey response or be asked to explain a poor one. It can be amusing to read the comments though.
If someone is outstanding or really sucks bricks I fill them out. Otherwise I mostly ignore them, hang up or throw them in the trash. Actually if someone is really outstanding and went above and beyond I ask if I can talk to their supervisor to tell them that. Depending on what a crappy one does I may or may not talk to their supervisor.
@Yoda_Daenerys I tell the person they did such a good/helpful/above and beyond the call of duty job that I want to let their supervisor know. Then they don’t worry about what I am going to say. With the asshats I don’t give a damn if it is Karen thing to do. If I have specific examples of how they were asshats at an asshat level that is totally unreasonable/unacceptable well tough shit for them. If they’d do their job they’d have nothing to worry about. If the supervisor is being an ass too I will work my way up the chain even if I have to call back to do so.
@Yoda_Daenerys Whatever generation(s?) we are from clearly it includes a work ethic that says you do your job well even if you hate it. If you hate it find another job. Where I live now that is not something many believe in and unfortunately no one much seems to be held accountable for their behavior.
I have had a couple of jobs over the years that I beyond hated. The worst was cleaning tanker bilges - worth doing though and in one summer (couldn’t do it year round due to my "regular 9 mo/year job) I earned enough to pay cash for my minivan. It was hot as hell and a filthy job, 12 hour days 6 days a week as the turn around time was short. The second worst was working for Walmart’s plant vendor outside, in the hot sun, with high humidity, in the deep south only allowed to go inside into the A/C once an hour for 5 minutes, most of your time spent bent over. Not to mention I hate hate hate to garden. But it was 10 bucks an hour (10 years ago) with self determined flexible hours except delivery days although you couldn’t take 2 days off in a row. Got best store in the multi-state region. Was the last seasonal employee laid off.
Would I prefer jobs I love. Of course. And I have had some. But whatever job I accept for whatever reason I was brought up to believe you did the best that you can because your employer owned your time while you were at work and that was your obligation.
When I get an uninvited online pop-up asking for comments, I am wont to agreeably reply, give as low a score as I can, and explain how much the request for comments interrupted my shopping, contributed to my lousy experience, and how I won’t be back (though I probably will be, but shhh…).
Similarly, when I get a pop-up asking if I want to chat, I type in a request for how I get rid of such.
Probably wasting my time, but a small chance to vent. But I do get steamed when I am in the middle of filling in a search box, then it evaporates for their stupid pop-up.
They always say, “We value your feedback!” but they never offer any payment for this thing they value.
You want me to spend time taking your valuable survey? Pay me.
@DennisG2014 Google does. I haven’t paid for anything in the play store in years by being willing to let them get those marketing talons another inch deeper in my precious, tender flesh.
@djslack@Yoda_Daenerys That’s why the balance hovers… points add and expire at about the same rate. It also seems like if i spend any, i’ll get more of the 50-60 cent ones until i’m back up to my normal balance. It easily covers the Google One subscription. But really haven’t much else to spend it on.
What’s really great is how NPS has twisted the values of numbers, and in turn manglement has twisted the intent of NPS such that they push surveys on people and then use them to punish the employees who may have had nothing to do with it. I’m always wary when I see the “hey, quick question, would you recommend…”
A 7/10 or 8/10 is not a bad score in reality, and more experiences are 7s than 10s, at least in my life. An 8 seems pretty good but it can get an employee chewed out, even though it may have had nothing to do with them doing their job. And the point of the NPS is to gauge how many people are fans or pleased enough to evangelize a business, which is not at all the same as how good Giovanni is at ringing up your cell phone charger or whether he should have his hours cut until he gets discouraged and quits.
@PhysAssist Net Promoter Score. A specific tool that has taken off as a universal hammer that many enterprises have decided to wield to address not only nails, but rivets, nuts, bolts, clamps, rubber bands, and ratchet straps as well.
@djslack
Thanks for the factual answer, and sorry- I got caught up in all the possibilities.
In medicine, it’s a patient satisfaction survey yielding “Press-Ganey” scores, which is quite ironic because some pretty well studies have shown that patient satisfaction inversely correlates to successful medical outcomes.
E.g., patient with a viral upper respiratory infection [i.e., a cold] wants [and gets] an [unnecessary and ineffective] antibiotic prescription, and dies from allergic reaction to same, or develops resistant bacterial infection, or develops c. difficile-related diarrhea due to antibiotic killing off needed gut bacteria.
@djslack@PhysAssist Just as teacher evaluation scores generally correlate with grades given. Use the word “given” purposely as some students believe they don’t earn their grades, they are given to them.
“Except Meh, where they’ve never done that to me…”
Because they just don’t have any F*CKs to give about what you want, what you need, or what would make you happy.
…and besides, you’re wrong, because there is a new survey every night at MN- it’s just not related to sales or customer satisfaction…
Just MHO…
@PhysAssist Assuming you’re talking about the new deal every day at midnight (MN? never seen it abbreviated like that…), I’d call that an indirect customer satisfaction survey. Only sufficiently-satisfied customers will return.
Oh! you’re probably talking about the daily poll… I’d consider it the about same. A bit less direct, but simply knowing about it is voluntary, so only “vaguely satisfied” customers will return enough to answer very often. (but even highly-satisfied customers can choose to ignore social involvement ploys)
Probably the most effective customer survey they conduct is the “meh button clicks” data they’re collecting.
@PhysAssist Meh doesn’t hijack my screen with those surveys in the middle of trying to type the next URL, though. If I don’t click on it, I don’t even know what’s in it. If all of the rest of the websites out there were that considerate, I would have less to rant about.
@Kidsandliz But they they want to know Why Oh Why Did You Score Us So Poorly What Can We Ever Do To Make You Happy In The Future???
I’ve tried upchecking the agent and 100% downchecking the company, with added feedback of “Don’t pester me with these evaluations every time”, but that was one suggestion that was never going to fly.
Probably the most effective customer survey they conduct is the “meh button clicks” data they’re collecting.
If you mean by effective “returning daily even if you wouldn’t otherwise to maintain your click count record” then yes for many (aka customer engagement). If you mean whether or not you liked the deal then not so much so. I remember when the click faces were first introduced the thought was for us to rate the deal. Except the group ran with it and used it how we wanted to instead (the click face record). And a howl collective went up when they no longer listed our entire record from day one of joining on the main page and switched to just the current month.
Not the only one. And worse I am supposed to strongly encourage the same at my service job. I could win a prize if I receive a good survey response or be asked to explain a poor one. It can be amusing to read the comments though.
If someone is outstanding or really sucks bricks I fill them out. Otherwise I mostly ignore them, hang up or throw them in the trash. Actually if someone is really outstanding and went above and beyond I ask if I can talk to their supervisor to tell them that. Depending on what a crappy one does I may or may not talk to their supervisor.
@Kidsandliz i do the same.
but ‘i want to talk to your supervisor’ is such a KAREN thing now.
/youtube “sweeter than honey” southside johnny
/image “escalate”
/giphy “don’t talk back”
@Yoda_Daenerys I tell the person they did such a good/helpful/above and beyond the call of duty job that I want to let their supervisor know. Then they don’t worry about what I am going to say. With the asshats I don’t give a damn if it is Karen thing to do. If I have specific examples of how they were asshats at an asshat level that is totally unreasonable/unacceptable well tough shit for them. If they’d do their job they’d have nothing to worry about. If the supervisor is being an ass too I will work my way up the chain even if I have to call back to do so.
@Kidsandliz yea, i get it. we are likely from the same generation.
the next generation sees us exhibiting this behavior and posts the SMH emoji.
/giphy shake my head
/image smh
/youtube shake it like a polaroid
@Yoda_Daenerys Whatever generation(s?) we are from clearly it includes a work ethic that says you do your job well even if you hate it. If you hate it find another job. Where I live now that is not something many believe in and unfortunately no one much seems to be held accountable for their behavior.
I have had a couple of jobs over the years that I beyond hated. The worst was cleaning tanker bilges - worth doing though and in one summer (couldn’t do it year round due to my "regular 9 mo/year job) I earned enough to pay cash for my minivan. It was hot as hell and a filthy job, 12 hour days 6 days a week as the turn around time was short. The second worst was working for Walmart’s plant vendor outside, in the hot sun, with high humidity, in the deep south only allowed to go inside into the A/C once an hour for 5 minutes, most of your time spent bent over. Not to mention I hate hate hate to garden. But it was 10 bucks an hour (10 years ago) with self determined flexible hours except delivery days although you couldn’t take 2 days off in a row. Got best store in the multi-state region. Was the last seasonal employee laid off.
Would I prefer jobs I love. Of course. And I have had some. But whatever job I accept for whatever reason I was brought up to believe you did the best that you can because your employer owned your time while you were at work and that was your obligation.
When I get an uninvited online pop-up asking for comments, I am wont to agreeably reply, give as low a score as I can, and explain how much the request for comments interrupted my shopping, contributed to my lousy experience, and how I won’t be back (though I probably will be, but shhh…).
Similarly, when I get a pop-up asking if I want to chat, I type in a request for how I get rid of such.
Probably wasting my time, but a small chance to vent. But I do get steamed when I am in the middle of filling in a search box, then it evaporates for their stupid pop-up.
They always say, “We value your feedback!” but they never offer any payment for this thing they value.
You want me to spend time taking your valuable survey? Pay me.
@DennisG2014 Google does. I haven’t paid for anything in the play store in years by being willing to let them get those marketing talons another inch deeper in my precious, tender flesh.
@djslack “Which of the following places have you visited recently?” My balance always seems to hover around $40
@djslack @walarney don’t let that balance lapse. that’s a spend it or lose it system.
@djslack @Yoda_Daenerys That’s why the balance hovers… points add and expire at about the same rate. It also seems like if i spend any, i’ll get more of the 50-60 cent ones until i’m back up to my normal balance. It easily covers the Google One subscription. But really haven’t much else to spend it on.
@walarney you could change that by picking up pokemon go
What’s really great is how NPS has twisted the values of numbers, and in turn manglement has twisted the intent of NPS such that they push surveys on people and then use them to punish the employees who may have had nothing to do with it. I’m always wary when I see the “hey, quick question, would you recommend…”
A 7/10 or 8/10 is not a bad score in reality, and more experiences are 7s than 10s, at least in my life. An 8 seems pretty good but it can get an employee chewed out, even though it may have had nothing to do with them doing their job. And the point of the NPS is to gauge how many people are fans or pleased enough to evangelize a business, which is not at all the same as how good Giovanni is at ringing up your cell phone charger or whether he should have his hours cut until he gets discouraged and quits.
@djslack Sorry, but, to exactly what NPS are you referring?
I found these examples:
www.nps.gov- National Park Service
https://www.nps.k12.nj.us/ Newark Primary Schools
https://www.hotjar.com net-promoter-score
https://nps.edu Naval Postgraduate School
enps.nsdl.com National Pension System
https://www.npsk12.com Norfolk Public Schools
https://en.wikipedia.org Nominal Pipe Size
https://www.hdfcbank.com National Pension Scheme
https://www.newton.k12.ma.us Newton Public Schools
https://auction.npsstore.com/ National Product Sales, Inc. (AKA The NPS Store)
Just sayin…
@PhysAssist Net Promoter Score. A specific tool that has taken off as a universal hammer that many enterprises have decided to wield to address not only nails, but rivets, nuts, bolts, clamps, rubber bands, and ratchet straps as well.
@djslack
Thanks for the factual answer, and sorry- I got caught up in all the possibilities.
In medicine, it’s a patient satisfaction survey yielding “Press-Ganey” scores, which is quite ironic because some pretty well studies have shown that patient satisfaction inversely correlates to successful medical outcomes.
E.g., patient with a viral upper respiratory infection [i.e., a cold] wants [and gets] an [unnecessary and ineffective] antibiotic prescription, and dies from allergic reaction to same, or develops resistant bacterial infection, or develops c. difficile-related diarrhea due to antibiotic killing off needed gut bacteria.
@djslack @PhysAssist Just as teacher evaluation scores generally correlate with grades given. Use the word “given” purposely as some students believe they don’t earn their grades, they are given to them.
“Except Meh, where they’ve never done that to me…”
Because they just don’t have any F*CKs to give about what you want, what you need, or what would make you happy.
…and besides, you’re wrong, because there is a new survey every night at MN- it’s just not related to sales or customer satisfaction…
Just MHO…
@PhysAssist Assuming you’re talking about the new deal every day at midnight (MN? never seen it abbreviated like that…), I’d call that an indirect customer satisfaction survey. Only sufficiently-satisfied customers will return.
Oh! you’re probably talking about the daily poll… I’d consider it the about same. A bit less direct, but simply knowing about it is voluntary, so only “vaguely satisfied” customers will return enough to answer very often. (but even highly-satisfied customers can choose to ignore social involvement ploys)
Probably the most effective customer survey they conduct is the “meh button clicks” data they’re collecting.
@PhysAssist Meh doesn’t hijack my screen with those surveys in the middle of trying to type the next URL, though. If I don’t click on it, I don’t even know what’s in it. If all of the rest of the websites out there were that considerate, I would have less to rant about.
@werehatrack Well you could always retaliate and and give them 1/5 on everything.
@PhysAssist @werehatrack But then what would you do all day?
@Kidsandliz But they they want to know Why Oh Why Did You Score Us So Poorly What Can We Ever Do To Make You Happy In The Future???
I’ve tried upchecking the agent and 100% downchecking the company, with added feedback of “Don’t pester me with these evaluations every time”, but that was one suggestion that was never going to fly.
@PhysAssist @xobzoo
If you mean by effective “returning daily even if you wouldn’t otherwise to maintain your click count record” then yes for many (aka customer engagement). If you mean whether or not you liked the deal then not so much so. I remember when the click faces were first introduced the thought was for us to rate the deal. Except the group ran with it and used it how we wanted to instead (the click face record). And a howl collective went up when they no longer listed our entire record from day one of joining on the main page and switched to just the current month.
/pleads guilty
