Re:You've Ruined Online Ratings
by 22c on Wednesday October 21, 2020 @01:43AM
(#24845077)
Indeed, that is exactly what I mean. Uber is the best example of this.
"Do you think I should lose my job over the way I drove you here? If no, please rate me 5 stars."
This also now transfers to NPS surveys. I used to work at an ISP and I often take the time out to rate customer service providers as I know how important metrics can be to individual workers. A lot of companies doing NPS are now "stuffing" the rating system by telling people "Please rate us on a scale of 1 - 10 where 9 or 10 means you're happy". Yes, 9 - 10 means happy, not ecstatic, not over the moon, just happy. If you rate an 8? Well you must not be happy, what did we do wrong to deserve an 8/10?
"Do you think I should lose my job over the way I drove you here? If no, please rate me 5 stars."
This also now transfers to NPS surveys. I used to work at an ISP and I often take the time out to rate customer service providers as I know how important metrics can be to individual workers. A lot of companies doing NPS are now "stuffing" the rating system by telling people "Please rate us on a scale of 1 - 10 where 9 or 10 means you're happy". Yes, 9 - 10 means happy, not ecstatic, not over the moon, just happy. If you rate an 8? Well you must not be happy, what did we do wrong to deserve an 8/10?