Forced Participation

Of late, there’s been a lot of what I’ve come to call “forced participation” in that after almost every retail transaction, it seems, one has to respond to a follow-up questionnaire on said transaction.

Ordinarily I wouldn’t mind, but the problem is that this is becoming increasingly tiresome.  FFS, the transaction took at most a minute, which is what one would expect from a routine transaction, and now I have to take three minutes to say the thing was worth 5 stars?  Frankly, given that the transaction was unexceptional — I paid my money, got the item, all pretty normal — in the normal scheme of things I’d just give it three stars and away we go.

Except that’s not how it works these days, is it? because now Management uses these “service metrics” as a performance indicator for the staff member in question, and (I’m told) anything less than 5 stars has (bad) consequences for the employee come salary review time, or bonus time for that matter.

So now one is more or less compelled to give 5 stars regardless (unless the service was crap, in which case the reduced star count is or should be unexpected).

And here’s the problem.  If five stars is de rigeur, then how do we describe or reward outstanding service?  Like so much grading nowadays, if everyone gets an A, then what is the worth of an A?

I remember once awarding a single star (because I couldn’t give 0 or a negative) for a truly horrendous experience.  The problem was, as I explained to the drone who actually called me to see what had happened (!), that the problem was not with the customer service rep — who had been truly excellent, by the way — but with the corporation’s stupid policy, something over which the poor girl had no control.  But what was I supposed to do?  Give five stars for a monumental clusterfuck?  How does that help?

The situation didn’t improve when I asked the supervisor if I was going to get a survey on his service call, because he hadn’t helped the situation either.  At the end of it, I simply told the supervisor that the outcome was that I was never going to do business with his company ever again, given their shitty policy and terrible backup.  (And I never have.)

As with so many of he little technologies that have injected themselves into our lives of late, this one is being misused (even abused) by people who don’t know what the hell they’re doing and don’t know how to set up or manage information streams.

A plague on all their houses.

Oh, and there will be a followup post on a related matter, all about how I stopped doing business with a longtime service provider precisely because they’ve started abusing the data that I’ve been exchanging with them.  I have to allow a little time to pass before I do because if I rant about what I really think at the moment, there could be lawyers (theirs, of course).

Watch this space.

Update:  Got another one just this morning.

“You recently made contact with Tina at our Customer Service Center. As one of Tina’s customers, we believe you are the most relevant and credible expert to offer advice to help Tina continue to improve. Tina would love your help and it should only take two minutes. Click on the button below to take the survey.”

Yeah, “Tina would love your help” — like she’ll ever see my input other than if I call her service (which was outstanding, by the way) terrible.

Assholes.