I hear you on that, and your position makes much more sense now that you’ve explained their survey wasn’t asking the questions well or you misinterpreted them.
Mine had portions for my performance and the overall company’s performance separately, but I still received poor ratings (and written comments) for actions other people took that I had no control over, like giving your new dentist a bad rating because you broke a tooth skateboarding before your first visit with them.
“How are your teeth doing?” “Bad.”
Versus
“How was your dentist appointment today?” “Good” + “What is your dental history?” “Bad.”
now, i’m not the guy that had the original customer service experience you were mad at but that’s my experience with them. whenever they’re split up i rate the “agent performance” at 100% and everything else at whatever i felt they deserved, because if there’s one job that does not deserve more hate its customer service phone jockeys.
but yeah, usually the questions are entirely unfit. our office review thing offered stuff like “i can contribute to my team to further the company’s goals”. it was a consultancy working on-site with customers. we didn’t have teams.
Hey man, listen. Call centers suck. I worked at a call center, and it really really sucked. I’d be the first to empathize with workers locked up in call centers.
But this wasn’t even about a call center. It was a support experience survey for going to a physical store that offers support as one of the many things they sell and offer there. The place is not owned by the telecom company, they aren’t their employees.
The problem, again, is that the people designing, sending, collecting and overreacting to the support survey probably weren’t ever anywhere close to a remotely similar place. Which just shows how utterly useless and pointless the whole exercise is and how it is actually counterproductive to be honest on these corpo surveys.
I hear you on that, and your position makes much more sense now that you’ve explained their survey wasn’t asking the questions well or you misinterpreted them.
Mine had portions for my performance and the overall company’s performance separately, but I still received poor ratings (and written comments) for actions other people took that I had no control over, like giving your new dentist a bad rating because you broke a tooth skateboarding before your first visit with them.
“How are your teeth doing?” “Bad.”
Versus
“How was your dentist appointment today?” “Good” + “What is your dental history?” “Bad.”
now, i’m not the guy that had the original customer service experience you were mad at but that’s my experience with them. whenever they’re split up i rate the “agent performance” at 100% and everything else at whatever i felt they deserved, because if there’s one job that does not deserve more hate its customer service phone jockeys.
but yeah, usually the questions are entirely unfit. our office review thing offered stuff like “i can contribute to my team to further the company’s goals”. it was a consultancy working on-site with customers. we didn’t have teams.
Hey man, listen. Call centers suck. I worked at a call center, and it really really sucked. I’d be the first to empathize with workers locked up in call centers.
But this wasn’t even about a call center. It was a support experience survey for going to a physical store that offers support as one of the many things they sell and offer there. The place is not owned by the telecom company, they aren’t their employees.
The problem, again, is that the people designing, sending, collecting and overreacting to the support survey probably weren’t ever anywhere close to a remotely similar place. Which just shows how utterly useless and pointless the whole exercise is and how it is actually counterproductive to be honest on these corpo surveys.