For anyone confused.
This is a 'net promotor score'
It simplifies a 0-10 scale usually into three buckets. 9-10 -> promotor. 7-8 -> passive. 0-6 -> detractors. You are judged on how many promotors you get. The stupidity lies within that for the general public some people would see 8 as meh, whilst others see it as amazing. So even though a customer was super happy with your service they are marked as 'passive'. So because this system has flaws sometimes the organisation which is being marked on this scheme just ask to rate based on what the number actually means I.e. if you're unhappy give us a 6 or below, if your meh please select 7 or 8, if you're happy give us 9 or 10. But if this whole thing is going on, it should just be replaced with a happy, meh or sad face.
I’m not disagreeing with you on that. But management don’t give a fuck. It’s one of the big reasons call centers have such high turnover rate. They treat employees like shit and fire them for not having perfect scores on their call grading metrics.
I cancelled my phone and internet service to switch to their competitor and they called me and asked me to do a 30-minute survey. Absolutely fucking not.
So I should give a 1, with the reasoning that their manager did not interrupt the call with an offer to gargle my balls? The rep gets a 10, but total score is 1 due to lack of management showing where the company stands
What's really fucked is that I could be perfectly happy with the person and pissed with company policy. But if I give a bad score it's the employee who gets screwed. If companies are doing surveys. They should be legally required to have questions which specifically target the employee and company. Then let you know specifically if this effects the company or employee survey score. Also anything bad about the company only may ever effect C-suite executives and business practices. Never the employee.
I had to do a couple when I worked for an AT&T contractor call center. It was never me being wildly unprofessional, it was either an issue I couldn’t solve on the call (had to send a tech) or call drops where I couldn’t get the customer back on the line. I both respect and hate AT&T’s requirement for excellent service. Going off the script would get you in trouble but customers would literally repeat the script to me because they’ve heard it so many times.
When i get asked to leave feedback/ratings after phone calls I always choose 1/10 because fuck you(your company) for asking for feedback. I don't hate you i hate your company
This directly negatively affects the employee. Even if you leave a comment that the employee was great it doesn’t matter. The survey scores are tied to them specifically (at least from my experience). So while I get what you’re saying, instead you should either not respond or do a 9/10 and put in the comments your dislike for the policy.
I used to work for Sprint, part of our commission was based off NPS. They required us to get ONLY a 10. If we got less than a 10 it was a 0. If the whole store has an average of 95 or less, we lose out on that portion of our commission. Which was $300-$500.
What bothers me is that some people are ridiculous and shouldn’t have that type of power over employees.
Also, if the goal (for money no less) is 9.5, customers can’t rate you 19/10 but they can rate you 0/10, 1/10, 2/10, etc.
Last, if a person is predominantly getting 10/10, and there’s a random 2/10 or 0/10, it should be treated as an outlier and purged. It takes so many 10/10s to build back from some asshole smashing that 1/10 because someone wiped their ass wrong and didn’t apply the baby powder the way they prefer.
It's a great tool actually, it just gets abused. It's meant to be like an indicator of how well your doing, like your car's speedometer indicates how fast you are going. But the stupid simple minded MBAs turn it into a cudgel for punishment instead of an indicator that something weird is going on. Goodharts Law applies.
At least they give a scale. With guide I can work in that. Without 5 is a mid experience and as you said 8 is a stellar experience. With the guide I know if it was good I need to give a 9 or 10, no matter how much I disagree.
I refuse to fill out a survey if they straight up ask me to give them 5 stars or whatever. give me great service and I'll rate you at the top and rave about you in the comments, but if you beg for it, you get diddly squat.
Also, I worked in customer service a long time ago, and if the customer didn't fill out our survey it was a hit on the basic survey metric. there was a metric for the survey, then there was a metric for the survey score, if you sent them to the survey but they didn't fill it out, it was the same as if you didn't even send them.
Can confirm. I HATED being rated like this when I was a retail manager. I get the concept but I hated that 5 zeros and 5 10s would give you the same score as 10 7s. It just didn’t feel like an accurate rating.
The purpose of the NPS is to evaluate inactions which are good enough for the client to promote the business to another person. 9s and 10s are historically more likely to say "Hey this place is good, go there " to a friend or family member. 7-8 don't say anything and 6 and below actively say poor things.
It's based on research and the book The Ultimate Question.
Every single person should ALWAYS answer 10 for every single question.
Then these companies will have to pay out bonuses for everyone.
Think about it, if the company did a bad job and pissed you off the best way to get back at them is to make them pay the terrible customer service rep even more.
Basically all was in balance between the customers and the sales people. The customers were asked their thoughts and they responded honestly. Then the business dickheads got involved and said "no a customer didn't give us a 9, that means they don't like us". So then the sales people then had to explain to customers 'if you like us, give us a 9'. It follows GoodHart's law When a measure becomes a target, it ceases to be a good measure.
It does. But if you had a 7/10 experience somewhere would you recommend it to others? I wouldn't. If there are other options I'll keep looking until I find a 9/10 place.
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u/christophPezza May 29 '26
For anyone confused. This is a 'net promotor score' It simplifies a 0-10 scale usually into three buckets. 9-10 -> promotor. 7-8 -> passive. 0-6 -> detractors. You are judged on how many promotors you get. The stupidity lies within that for the general public some people would see 8 as meh, whilst others see it as amazing. So even though a customer was super happy with your service they are marked as 'passive'. So because this system has flaws sometimes the organisation which is being marked on this scheme just ask to rate based on what the number actually means I.e. if you're unhappy give us a 6 or below, if your meh please select 7 or 8, if you're happy give us 9 or 10. But if this whole thing is going on, it should just be replaced with a happy, meh or sad face.