Current Events > Why are most customer satisfaction surveys such bullshit?

(+) Yeah! (+)

Let's take a typical example, where they ask you a series of questions about how satisfied you were with their service. Typically the questions are rated on a 1-5 or 1-10 scale, with 1 being "very unsatisfied" and the highest being "completely satisfied". Despite the range of options, these surveys are internally rated as: 10 = good, 1-9 = bad. The "bad" surveys are also weighted more than the perfect ones, so giving an employee all 9s out of 10 comes back as a ding on their record. This is really prevalent in industries where pay is tied directly to these surveys, like with car sales and service. It seems to completely defeat the purpose of a survey in the first place, especially since it leads to employees feeling pressured to badger the customer for a perfect survey or else see a significant dip in their paycheck.

Because corporate culture can be so fucking toxic that people jump at a chance to justify their paycheck with instances like this.

What would a middle manager do if things were fine? Not a lot. What would a middle manager do if things were less than fine? Institute a whole bunch of "structural" changes to make things better.
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the more things change, the more they stay the same

It's more of an excuse to fuck workers over than accurately gage effectiveness
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