These days it seems like I can’t call any business at all to ask a question without getting a survey afterward.
I called an insurance company to ask “hey can you look up my policy number?” The agent on the phone did so efficiently and securely. I said “thanks” and I thought we were done.
But no. Later I got a call saying they wanted me to take a survey.
The first question was “were you satisfied.” Obviously, I answered “yes.”
The next question was the dreaded Net Promoter Score question: “On a scale of one to ten how likely are you to recommend us to a friend.” I was busy so I disconnected from the survey.
But, I know these agents get measured on their net promoter scores. They can lose their jobs if the NPS values aren’t either nine or ten. And I was perfectly satisfied with a small interaction. So, why why why do I have to take a survey or have the agent get punished?
Call Center Managers: please consider getting rid of all this surveying. Evaluate people the old-fashioned way: observe them working. Don’t put that burden on your customers.
I don’t mind answering the NPS question once in a while, especially after a complex transaction. But after a simple question? Please!