Customer surveys have become the norm whenever we shop, call, or engage online. Recently, I’ve had several situations in which the survey questions, and the lack of response after the surveys, have caused me to question their value if they aren’t backed with action.
For example, I recently called a well-known online entertainment company and asked about my service options. After careful research, I made the decision to change to a less expensive plan. When the call was complete, I received the customary survey and filled it out with high marks.
I am not the harshest grader on these surveys. Since I work in the industry, I try my best to offer good scores whenever possible. After all, the life of an agent is a tough one, and I know they can use positive feedback whenever possible.
Ten days later, I received my bill and found a new charge that was not discussed in the original call. I called back and got a very pleasant agent who tried his best to explain what should have been explained in the original call – that the cost was based on my new plan and that plan had other connected charges. I explained that I was still unhappy and was surprised there was not a way to fix the issue. He said he was sorry, but this was the policy, which is the worst excuse ever, and we ended the call.
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Customer Experience, Employee Engagement, Frontline Leadership,