RATING THE RATERS….How do you respond to telephone surveys that follow up on a service call if the service call didn’t really fix your problem? The phone surveyers, working off a script, usually want to know if the people you dealt with were “helpful, knowledgable and courteous,” or some such thing, usually on a scale of one to ten.
But what if they were nice guys and tried their best, but didn’t solve the problem? Or perhaps it’s just too early to tell for sure if the problem is really fixed? This doesn’t fit their script, which seems uninterested in the question of actual results.
So on a scale of one to ten, what do you tell them? My answer today was “3,” but needless to say I’m not entirely satisfied with that answer.