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by 5evOX5hTZ9mYa9E
1633 days ago
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I remember when I worked my first job as tech support for an ISP our entire performance was measured by NPS. The company had a question asking 'how would you rate the rep' and 'how would you rate the company'. But, the rep question was a decoy, and the company question actually counted in my personal NPS stats. I would get so many 10s for the rep (which does not count at all) and 1s for the company which would obliterate my stats. And, only the last person who spoke to the customer was rated, so this encouraged meaninglessly transferring people around like a hot potato. Number of times I would get a customer who had issues for weeks, and then I take a look at their issue, resolve it in 15 minutes, they would be ecstatic on the call and then the NPS survey comes back, 10 for me and 1 for the company. Then I would get a tap on my shoulder from the supervisor asking me to explain the detractor. I almost got fired after about 6 months due to my NPS being too low, until I made friends with one of the vets, and one evening in the pub with couple beers too many in him he explained to me that the only way to survive is to game the system. He told me how to crash the call client to prevent it from sending surveys to angry callers, how to transfer people to infinite hold queue which does not result in survey when they hang up, and how to trick the system into thinking that I had and inbound call when I did not (which gave me time to actually do my work, like performing relocations and resolving complex provisioning issues since any time not spent on inbound call was considered to be not adhering to schedule). I went from less than +40 NPS to +90 NPS in one month, so most of the NPS feedback was fake anyway. |
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