[DoctorOW]

The problem I've found is that they're never really looking to solve big problems that lead to the issues like the ones detailed at the end of the article. I find that when I talked to people who work in customer service at the actual customer facing level, surveys were more used to justify performance bonuses. As someone who feels that customer service people are already underpaid it feels weird not to just blindly hit five stars or whatever equivalent. Often times the reason I'm having issues is because of a corporate policy or a flawed piece of software that they use which they're not soliciting feedback on.

[snoopy_telex]

Sometimes it's used to fire people that don't get a high enough rating. Either way, it's best to just be overly positive, as it can really impact people if your not, which really negates the entire point of the surveys.