Customer satisfaction surveys when the employee tells you “I’ll get in trouble if you don’t give me 10 on everything.”

I don’t do the survey.

I never do the survey.

I never do the survey either unless someone has been extraordinarily helpful. But I’m being pestered to do this one.

I'll take the survey if the associate has been nice and helpful. If they aren't, I don't do the survey.

Just give them a 10 on everything, who cares?

Clearly, most people do that, r4. That’s why they ask. In this case the guy actually gave me a crib sheet with instructions on how to answer each question (some are yes/no).

What is the point of a 10-point scale if the only acceptable answer is a “10.” That’s a lot of unused real-estate from 1-9.

The company sent me a text asking me to answer “one question.” I clicked on the link and the question was “were you completely satisfied?” Who is ever “completely satisfied” with a car repair process? I’m absolutely certain that if I answer that question I will find that the “just one question” come-on was a lie.

What R4 said.

I never use to give 10's because I have never had perfect service, but a friend of mine who is a manager explained to me that his employees do get shit unless everything is a ten. Upper management demands all 10's and both the employee and manager shit for anything below a 10. Which I think is unfair but that is the case.

If the only acceptable response is a 10, the question should be a yes/no format. “Overall, did you feel the employee gave you excellent service?” That I would answer gladly. But to pretend that everything was 10 out of 10 combined with consequences that compel employees to instruct customers to always say 10 is just corporate bullshit, and I want no part of it.

I refuse to participate in the gamification of every single human interaction so I just don’t complete them.

I start belting out "I smell T-R-O-U-B-L-E!" at the top of my lungs.

No employee ever to you that and if they did it means they are a piece of shit worker and using the survey to redeem themselves for something horrendous ie borderline theft or criminal. All those surveys do is give them small bonuses or help management accurately select employee of the month.

They would never say that like that”I’ll get in trouble”. I’ve heard them say many times please fill out, it will help make me look good but never that they’ll get in trouble. I hope you ain’t trolling OP.

Op give them 0 outta ten on everything.

The company has now sent me two emails and two text messages about this fucking survey.

I am not trolling. I’m more creative than making this shit up. He didn’t say “I’ll get in trouble.” He said “we” meaning the particular repair shop which is part of a big chain owned by private equity firm.

But I have had other sales reps say “I’ll get yelled at’ and the like. Always in the car sales/repair/service realm.

[quote] The company has now sent me two emails and two text messages about this fucking survey.

if only it were possible to somehow block them and not use their services again!

These companies are pressuring employees to push the surveys and I know someone whose company threatened to write them up if they didn't meet a review quota. They needed 4 5-star reviews in a month. Doesn't seem like a lot but bear in mind most people never do them.

Well, they have guaranteed the work for as long as I own the car and I don’t want to alienate them in case I have any trouble down the line, particularly with the third-party parts they said the insurance company insisted they use to save costs

ignore the fucking survey: "I served you a muffin. I deserve all 10s" BITE ME!!!!

Another thing. When I brought the car in they gave me a three-week time frame which seemed way too long. They gave me frequent updates (something the survey asks about) and no matter how much had been accomplished (up to “were just waiting for the paint to dry”), they stuck to the far-off delivery date. Then they just called me a week early and said it’s ready for pick-up.

One of the survey questions is “Was the car delivered on time or early.” Clearly this shop is being micromanaged by some corporate overlords to the extent that they lie to customers about how long a job will take to make sure the answer on the survey is always “yes.”

Surveys?

I punch and delete, always.

[quote]I never do the survey either unless someone has been extraordinarily helpful. But I’m being pestered to do this one.

Pestering is not an aspect of being extraordinarily helpful.

I once had someone (who had been very helpful and sorted out something that her peers could not) say something to the effect of, "Before we were connected I think you had a notice of a survey at the end of the call. If you do have a few moments, these are very helpful for customer representatives such as myself." In any case, a more thoughtful and persuasive means to snag a good report - which I was happy to give. If someone obviously knows what they are doing and can understand a problem and find a solution or answer quickly, I'm happy to give a rating, otherwise it depends more on mood.

if someone has been professional and helpful I give them top marks. Even if was 10/10 I will give a 10. if service is quite meh, I dont do the survey. if the rep is shitty and nasty, I return the favour.

Got another phone call from the manager of the car rental agency asking me to give them 10s on Enterprise’s survey even though I had to have the car towed because of a dead battery.

Wtf?

I always give a ten or 5 stars....why make it worse for the poor Walmart employee? I find Im the bitchy one to the phone rep. I always apologize and give them high scores

They're not lying when they say they catch shit for any grades lower than perfect. When you give them less that perfect scores, you could possibly be taking away their bonuses or opportunities for raises. Yes, absolutely, it's a ridiculous, flawed system, but it's the system these poor people have to live in.

Of course, if you receive bad service, then all bets are off. However, if you get even acceptable service but you can't see your way clear to give a perfect score, then be kind and just don't answer the survey.

Most of the time I decline to do consumer surveys, unless the service is very satisfactory.

If I did every one that I was invited to do I'd have little time for anything else.

When appropriate, I'll often say, "You've been most helpful, of course I'll be glad to leave you a very positive review." At that that way it's clear immediately that they left a good impression.

Never do the survey.

Stop answering these things. They're a nuisance and an invasion of my time. Demeaning to employees and demanding to the customer. The data collected is just being used to get more money out of you.

Pushiness is bad service. Since so many of us tolerate it, it’s become normalized.

This just happened to me today.

Last week I took my car in for its annual oil change. I made the appointment online. No human interaction. The service rep I dealt with when dropping off and picking up the car had zero personality. He did his job as would be expected. No small talk or pleasantries were exchanged beyond hello and thank you.

Today I get the following text:

"Hello Mr. (___). Hope all is well. I have a HUGE favor to ask, and was wondering if you could help me out. Audi USA sent you a survey today to your inbox from noreply@audiinsight.com titled “Audi Wants Your Opinion”. This survey is my personal report card, and anything below "5" would be a failing grade for me. Would you mind completing this today? I'd really appreciate it, and thanks in advance. Please let me know if there is anything I can help with from my end. Best regards, (_____)

Delete.

Put a two for everything!

Fuck doing their bullshit survey, which is just doing their market research for them for free. Make them hire a firm to do their market research like everybody else.

This should been a survey aka a fucking poll. Dumb cunt.

I had a surgical procedure and while I was still in the recovery room got a survey from the surgeon asking me to rate him. I had never talked to him before the procedure and after all he said was it went well and I never saw him again. Even heart surgeons do this shit.

OP replies to herself a lot

I haven’t experienced much of that kind of pressure in the U.S. But traveling around South Asia I was initially surprised by how many workers I met who requested and occasionally begged for “five-star” reviews. (I put that in quotes because they were explicit about the five stars.) Several made it clear that their job security depended on it.

Hotel and restaurant workers, massage therapists, even tuk-tuk drivers (not the ones you hail on the street but the ones you summon from an Uber-like app) were among those who regularly asked.

I felt bad to know they were working under that kind of pressure. I had little reason not to accommodate their requests.

But now that I think about it, it is becoming more common here. Just last week I had to go to urgent care because of a stupid kitchen accident. The nurse who tended to me did ask for a review and wrote her name on a post-it for me.

I get free cheese sticks from Papa John's from filling out their stupid survey emails, so I'm for it. If an employee told me to fill out a survey in person on their specific performance I would decline.

R4 is correct. What difference does it make?

These surveys expect perfect scores from the employees. Yes, you should give 10s or 5/5 if you decide to fill them out unless you actually want to hurt the employee.

[quote] OP replies to herself a lot

I’m not talking to myself. I’m talking to you. But thanks for being interested enough to dig into my posting history.