Having to score strangers on their 'empathy' and 'courtesy' and 'knowledge' (anything less than a 5 star is a 'bad grade', I am sure)
Having to score strangers on their 'empathy' and 'courtesy' and 'knowledge' (anything less than a 5 star is a 'bad grade', I am sure)
by that i mean, those are intangible, effervescent parts of a human being that should not be quantized down to a fucking amazon star system. the 'anything less than 5 stars is actually bad' thing is disgusting as well - all modern companies do this.
Easy solution- stop using Amazon. It’s easier than you think. I don’t miss it.
Ya I find frequently I can order the product straight from the manufacturer's website for the same price or cheaper than Amazon. No Bezos middle man.
Having had this rating determine how well I was doing at my job really sucked!
Its a carrot that's dangled on a stick tied to your back, you can never reach the carrot on your own, the metric is completely out of your control.
I only ever got scored badly during outages or when people were upset about something that the service didn't do, so my overall rating was good, but even with 10 5 star ratings, it just takes 1 4 star to ruin that.
The customer correspondence rating (CCR) for our department was 4.64. That basically means that anything that isn't a 5 is bad.
If you got a 3 and below, a team lead and a "quality" engineer would have meetings with you to correct what you did wrong.
Whenever I have to rate things now, if the person wasn't a complete dickhead, I rate 5.
The entire purpose of anything less than 5 stars is bad is to screw employees out of bonuses and commission bumps. That is the only purpose. They do not care if a 1 star was someone accidentally clicking wrong but leave a message stating how great you were. Middle management MBA hacks will use every trick to screw the employees out of money.
How about: customer service was dissatisfactory but I don't blame the representative?
Probably doesn't matter. Having worked similar jobs in the past there's usually a question along the lines of how you feel about the company overall and if you answer negatively the whole survey counts against them and it sometimes only takes 2 or 3 of those in a month for them to get fired.
Turnover is intentionally exceptionally high and employees aren't usually treated that well. Pay was pretty great comparatively at the time though.
These practices are discriminatory against people with social anxiety.
We would have spoken up sooner, but, you know...
As someone who is directly affected by this system, I do want to say it is a vast improvement over the previous system they used.
How has it changed? When I left, the CCR was 4.64, which then got upped to 4.67 a few months later. It was AWS tho.
There used to be a focus on yes the agent solved the problem, or no they did not. Having a high yes rate was important. The normals stats like call handling time still apply. But there is.more focus on actually helping the customer and really solving problems as too many people were gaming the system to look good. It better aligns with my person approach to support so I'm quite happy until it changes again . The change started a few months ago. Very recent along with other agent facing changes.. typing on a mobile and tired so please forgive obvious mistakes.
I always rate to the max unless they are dismissive or just a jerk. Then they get zero.
Alot of places give bonuses for good scores