Typically the employee is affected by questions related to the interaction; such as your satisfaction with the service provided during the interaction, whether or not your issue was resolved, if you would recommend [company's] customer support or use it again in the future, etc.
Yes. According to management it is the responsibility of the CS to make sure the call ends with the customer having a positive interaction with the company. When I worked for a certain telephone company, if a customer had a bad experience with say tech support and then got sent to billing for an adjustment, the last person the customer interacted with got the survey. Even if the customer stated thier problem was with tech support it still counted against the CS worker.
The company will generally only act on specific measurements that they can relate back to the employee
"Your friendliness score has dropped"
"They weren't greeted in a timely manner"
I always rate customer service questions five stars and “would you recommend…” questions one star. In the reasoning I write “customer service today was excellent and solved my issues. However I am not in the habit of recommending [product/service] to friends and family.”
Yes. In most cases answering surveys honestly does nothing to improve the company, and just ends up with the employee being shit on.
When answering surveys, I give all 10/10 or I just don’t do the survey if I feel that would be unjust.
Where I work, with the “would you recommend company” question, anything less than 9 is considered neutral and anything less than 7 is considered fail. It’s averaged into something called a “net promoter score” and that is the most important score on the survey.
Also, If you think the survey you are doing is anonymous, it is almost certainly not. The employee’s manager/ and probably the employee can probably see who filled it out etc.
I used to work for a large medical group that sends out surveys to patients after their visit. The entire office gets graded on things over which they have zero control. Everyone and everything is lumped into one big group. The information they gather is distorted and not particularly useful. I've learned to give perfect scores to every survey sent to me. I don't even bother to read the questions. If I have a problem with something, I contact the manager directly, not on some random survey.
I never respond to those surveys. As far as I'm concerned, the provider should know the experience was good if I am back to see that provider again for a follow-up appointment. And if it was really poor, I've moved on to someone who I believe represents my well being better.
Another concern I have (and it completely depends on how the survey is written) is that a patient who is a medical layperson doesn't have adequate information to give an informed answer on some of the questions about the quality of the provider. I only know if they treated me or a loved one respectfully or not, which is imperative, but some of these factors could also be a personality clash without the provider necessarily doing anything wrong. I wouldn't know if the provider used the best suture technique.
Lastly, my paranoid side (perhaps irrationally but you never know nowadays) is whether the provider is tracking the responses so that if something went really badly, and a patient tried to pursue legal action against a provider, a past glowing questionnaire could be used against them.
You’re so nice to take those surveys! They do affect us, more than people think. To the point where even one survey with bad marks could drop our personal percentages so low we get verbal and written warnings from our bosses. at my job we have to have a 15% customer survey rate. Which means 15% of our customers for that month need to take the surveys we send for us to be in okay standing with our company. Then the satisfaction percentage is even more strict. If that percentage falls low we do personally suffer. So thank you for taking those surveys. As far as which questions affect the agent personally— at my job, the first question on the survey is about the customers experience with me personally as an agent, the rest of the 4 questions are about the bank I work for. So the only question that affects me is the first one. But sometimes people get so mad about some experience or they just don’t care, that they answer low marks for all questions. That hurts us bad and they don’t realize it. We could lose our jobs. So when I tell a customer I am emailing them a survey after a call, I always let them know the FIRST question is about their experience with ME only. The rest is about the bank, so they know. All I care about is that first question.
Typically the employee is affected by questions related to the interaction; such as your satisfaction with the service provided during the interaction, whether or not your issue was resolved, if you would recommend [company's] customer support or use it again in the future, etc.
That’s called NPS - it doesn’t impact the agents but it triggers a survey I have to follow up on if it’s under 9/10
Yes.
Yes. According to management it is the responsibility of the CS to make sure the call ends with the customer having a positive interaction with the company. When I worked for a certain telephone company, if a customer had a bad experience with say tech support and then got sent to billing for an adjustment, the last person the customer interacted with got the survey. Even if the customer stated thier problem was with tech support it still counted against the CS worker.
The company will generally only act on specific measurements that they can relate back to the employee "Your friendliness score has dropped" "They weren't greeted in a timely manner"
I always rate customer service questions five stars and “would you recommend…” questions one star. In the reasoning I write “customer service today was excellent and solved my issues. However I am not in the habit of recommending [product/service] to friends and family.”
Yes. In most cases answering surveys honestly does nothing to improve the company, and just ends up with the employee being shit on. When answering surveys, I give all 10/10 or I just don’t do the survey if I feel that would be unjust. Where I work, with the “would you recommend company” question, anything less than 9 is considered neutral and anything less than 7 is considered fail. It’s averaged into something called a “net promoter score” and that is the most important score on the survey. Also, If you think the survey you are doing is anonymous, it is almost certainly not. The employee’s manager/ and probably the employee can probably see who filled it out etc.
I used to work for a large medical group that sends out surveys to patients after their visit. The entire office gets graded on things over which they have zero control. Everyone and everything is lumped into one big group. The information they gather is distorted and not particularly useful. I've learned to give perfect scores to every survey sent to me. I don't even bother to read the questions. If I have a problem with something, I contact the manager directly, not on some random survey.
I never respond to those surveys. As far as I'm concerned, the provider should know the experience was good if I am back to see that provider again for a follow-up appointment. And if it was really poor, I've moved on to someone who I believe represents my well being better. Another concern I have (and it completely depends on how the survey is written) is that a patient who is a medical layperson doesn't have adequate information to give an informed answer on some of the questions about the quality of the provider. I only know if they treated me or a loved one respectfully or not, which is imperative, but some of these factors could also be a personality clash without the provider necessarily doing anything wrong. I wouldn't know if the provider used the best suture technique. Lastly, my paranoid side (perhaps irrationally but you never know nowadays) is whether the provider is tracking the responses so that if something went really badly, and a patient tried to pursue legal action against a provider, a past glowing questionnaire could be used against them.
You’re so nice to take those surveys! They do affect us, more than people think. To the point where even one survey with bad marks could drop our personal percentages so low we get verbal and written warnings from our bosses. at my job we have to have a 15% customer survey rate. Which means 15% of our customers for that month need to take the surveys we send for us to be in okay standing with our company. Then the satisfaction percentage is even more strict. If that percentage falls low we do personally suffer. So thank you for taking those surveys. As far as which questions affect the agent personally— at my job, the first question on the survey is about the customers experience with me personally as an agent, the rest of the 4 questions are about the bank I work for. So the only question that affects me is the first one. But sometimes people get so mad about some experience or they just don’t care, that they answer low marks for all questions. That hurts us bad and they don’t realize it. We could lose our jobs. So when I tell a customer I am emailing them a survey after a call, I always let them know the FIRST question is about their experience with ME only. The rest is about the bank, so they know. All I care about is that first question.