There are a ton of customer-service jobs out there who depend on a customer service survey to help their compensation. The problem with these surveys are that when you get them in the mail you generally throw them in the trash as it's part of the collection of junk-mail and spam which has totally taken control of our lives. Now I'm the kind of person who probably would only fill one out if the service was exceptional or if it was terrible but for the average experience I probably couldn't be bothered. A few weeks ago I brought the car in for an oil-change, tire rotation and inspection and when the service-rep called me to tell me the car was ready he explained that I would be getting a customer-service survey in the mail and that it would mean a lot to him personally if I could fill all 10 some-odd lines out as 'excellent'.
Now I wasn't getting open-heart surgery or having an 8 course meal so really 'excellent' would never be a way I would express myself as I tend to reserve this kind of praise for something exceptional. Quite honestly for an oil-change I really would not ever think of giving a review but the service-rep insisted it was very important and implied that the next time he'd give me a free oil-change.
What the hell are these things good for if the survey results are bartered on the free market? There has to be some wonk at the Ford Company somewhere who is getting all these reports back with 'excellent' on every category and has to scratch his head. To start off with hardly anybody in their right mind would actually fill one of these out and when every category comes back with 'excellent' without fail it's the equivalent of 10,000 votes that pop out in a Chicago election with the return-address being that of the local cemetery.
But my biggest issue is the fact that the rep has called me back three times already to follow up and remind me of the survey. You wonder why all these car-companies need bail-outs, their service reps are spending their entire day stuffing ballots
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