It’s a truly broken system. I always answer 10 for call center employees, because often they’re not empowered to actually fix anything, and answering anything else often hurts that person instead of shedding light on the broken system they’re stuck in.
The only time I answer less than 10 for a CS person is if they’re actually rude or not trying to be helpful. I much prefer the surveys that ask multiple specific questions that split the interaction between the rep and the outcome.
The only time I answer less than 10 for a CS person is if they’re actually rude or not trying to be helpful. I much prefer the surveys that ask multiple specific questions that split the interaction between the rep and the outcome.