I understand this is an important subject to Verizon and the surveys customers take are treated like gold. I was scanning surveys from throughout the country over the last month and customers are relentless. Most of the negative ones always had the same theme “ They would not transfer my information from one phone to the next “ “ I’m not tech savvy at all and need help with everything”.. Ever notice how all these customers are not tech savvy but somehow manage to open a survey , complete the survey and submit it? It boggles my mind. Also what is with Verizon not eliminating hurtful surveys that come across as racist and bigoted? Oh there are a few. Then you have the customers who CLEARLY lie on the survey and make stuff up that can be proven otherwise. I just don’t think they are a very effective tool...maybe they need to change the verbage in the questions.
4 replies (most recent on top)
Oh no!! A customer lied on a survey like 90% of the vzw Retail staff don’t lie during every transaction just to slam the hell out of these poor people. I wish everyone would lie on the surveys to bring attention to the unethical business practices in vzw.
can you say "weaponized" ?!
I agree this survey is going to drive a lot of employees out of the store, the store managers are truly naive for the to strive for 85% im in the NYC arena. Its going to prove a negative kpi and morale buster for most locations.
Its all a numbers game. If you help enough people you will be ok. They need to lower the retail goal if the average is 70% you cant expect people to get 85% to get a normal check.
I agree that Verizon should throw out anything that the customer even says isn't on you. (Bad Service, bad phone, ongoing issue you have nothing to do with) along with clearly bigoted or hostile. I get enough verbal abuse from customer. I shouldn't ever have had to read some of the filth Verizon has left in my survey inbox. I heard of another company losing a hostile workplace claim over a company not deleting a survey that was basically s-xual harassment.