View allAll Photos Tagged CSAT
So here is the deal. We, as a service center, are required to meet standards for customer satisfaction (aka CSAT). These scores are solely based on a 10-15 min. automated phone call that our customers receive days after leaving my store.
How many people actually sit through a call like that? I know I'm not!! Our higher-ups, who will remain nameless, suggest that as long as we mention this call our customers will take it. GARBAGE!!! In the get-it-done-now world that we live in, you want me to ask my customer to sit on the phone for 10-15 MIN WITH A RECORDED VOICE, not going to happen!!! And when a customer rates us bad and comments about something we can not control (shipping time or quality of the replacement device). We are told that we should have done better at explaining the survey! What ever happened to mystery shoppers or comment cards?
My favorite part of this whole S&R experience is the "Corrective Action Plan". They gave us this stupid poster as punishment for not meeting the required percentage. What a joke!!
This has been another venting session brought to you by mr.ron_savage.