Like Adam Ostrow pointed out in a post – “occasionally something you write about leads to tangible change” which he wrote partly in response to my recent problems with Yahoo and MyBlogLog and the subsequent solution that John Sampson from Yahoo/MBL helped me with there are times where blogging can be a good thing. Unfortunately there are unintended consequences of having to deal with large companies like Yahoo. Enter the dreaded -
Customer Care Satisfaction Survey.
Now I understand the need for companies to make sure that their peons employees are doing a good job but why do they have to ask such stupid and inane questions – especially one’s that have a graduated scoring system.
Like what the hell does Set my expectations suppose to mean? Or how am I suppose to know if the person Valued me as a customer – like really am I a mind reader? Then there is Communicated in a clear, concise and organized way – it’s a frikken email folks how badly can you screw that up.
Next they’ll be sending me a survey to see how their survey rated. Here’s a hint Yahoo – read the blog – one of people obviously did. Thanks again John – and I didn’t need a useless survey to pass that on.
Met my expecations (Spelling error) ?
They sure as hell don't value you as a customer (heck, it wouldn't be corporate if there were such horrible things as emotions or feelings involved)
And how badly can you screw that up?? Oh ye of little faith. There are no limits to human ineptitude… especially in IT and Tech Support
I hate these surveys though… agree with you there. I wish there were a question: “How do you rate this survey” in more surveys.. I usually rate 0 there
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Having lived inside a “metrics driven” organization for a while, I've kind of got a universal translator for these things. The survey your pointing out is all directed at the customer care person, and each of the items is a number that rolls into their performance review. Where it really gets fun is when the survey is cross-organization.
I read these as:
Ding person who created website – 3
Kudos guy I talked to on helpdesk – 9
Ding person who created survey -2
Ding CEO (if possible) – 1
Kudos people who keep infrastructure up – 8
Of course, in this case it's simply “thumbs up, thumbs down” on the person you talked to – all 10s, all 3s, whatever. Unless you have a specific gripe. Those form statistical anomalies. That's gold as far as management is concerned. It will be discussed in performance appraisal, if there are enough of the same.
All in all, though, you're right about the questions. Plain english beats manager speak any day.
toddmck missed point of my post and went off on tangent – 2
toddmck was generally pleasant and tried to add to conversation – 8
toddmck explained stuff I already knew – 1
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Met my expecations (Spelling error) ?
They sure as hell don't value you as a customer (heck, it wouldn't be corporate if there were such horrible things as emotions or feelings involved)
And how badly can you screw that up?? Oh ye of little faith. There are no limits to human ineptitude… especially in IT and Tech Support
I hate these surveys though… agree with you there. I wish there were a question: “How do you rate this survey” in more surveys.. I usually rate 0 there
Like or Dislike:
0 
0
Having lived inside a “metrics driven” organization for a while, I've kind of got a universal translator for these things. The survey your pointing out is all directed at the customer care person, and each of the items is a number that rolls into their performance review. Where it really gets fun is when the survey is cross-organization.
I read these as:
Ding person who created website – 3
Kudos guy I talked to on helpdesk – 9
Ding person who created survey -2
Ding CEO (if possible) – 1
Kudos people who keep infrastructure up – 8
Of course, in this case it's simply “thumbs up, thumbs down” on the person you talked to – all 10s, all 3s, whatever. Unless you have a specific gripe. Those form statistical anomalies. That's gold as far as management is concerned. It will be discussed in performance appraisal, if there are enough of the same.
All in all, though, you're right about the questions. Plain english beats manager speak any day.
toddmck missed point of my post and went off on tangent – 2
toddmck was generally pleasant and tried to add to conversation – 8
toddmck explained stuff I already knew – 1
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Oops. Their intentions are good but execution clearly failed here. I'm passing this one on to the folks that help us out in Customer Care. We clearly need to do better here.
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Oops. Their intentions are good but execution clearly failed here. I'm passing this one on to the folks that help us out in Customer Care. We clearly need to do better here.
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I think that most of those surveys get thrown in the trash anyway.
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I think that most of those surveys get thrown in the trash anyway.
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