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What's with the corporate obsession with customer feedback? (lemmy.ml)

submitted 1 year ago by amoroso@lemmy.ml to c/asklemmy@lemmy.ml

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If you contact the customer support of your utility company, phone carrier, bank, or other service provider you'll likely be flooded with requests to rate the experience and provide feedback. Likewise, corporate websites and email communications often solicit feedback via embedded buttons or links to online forms.

What's with this corporate obsession with customer feedback?

Are these huge piles of feedback actually analyzed and acted upon? Is customer feedback some sort of corporate cargo cult? Or maybe clever marketing by vendors of feedback tools and services?

The impression is the feedback is just discarded or ignored.

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[–] Hobbs@lemm.ee 8 points 1 year ago (1 children)

My old job 1-8 was a 0 and 9-10 was passing. Nothing worse than hearing a customer say ‘I got a survey for you and gave you all 8s because blah blah blah…’. They honestly thought they were doing us a right by giving us 8s.

[–] scrubbles@poptalk.scrubbles.tech 10 points 1 year ago

and corporate knows that's how people think and still grade their employees on it because "you obviously could have done more". I had one that was "Well the only perfect person was Jesus so you can't get a 10/10". Okay but we're not grading Jesus here Erma, you're grading me, and my boss isn't going to listen to that