by that i mean, those are intangible, effervescent parts of a human being that should not be quantized down to a fucking amazon star system. the ‘anything less than 5 stars is actually bad’ thing is disgusting as well - all modern companies do this.
These practices are discriminatory against people with social anxiety.
We would have spoken up sooner, but, you know…
Easy solution- stop using Amazon. It’s easier than you think. I don’t miss it.
I only use it to order DVDs sometimes. I can’t buy them in English (original) locally, and shipping from UK is generally cheap, just slow. And we’re also region 2.
576p, yes, but I like DVDs, and physical media is the only way I plan to purchase movies.
Why not buy BluRays?
I love how “easy” solutions are just the ignorant ones…
If it was so easy then everyone would abandon Amazon one might retort.
Researcher questionnaires are bog standard contact center kpis. You’re going to find it at Amazon, damn near every other app that you use that provides customer support, and just about every service and utility you also use that provides customer support.
Is this a good thing? No, of course not, but this has very little to do with Amazon and rather the industry as a whole. Literally any other big box retailer that you would go to instead of Amazon is doing the same thing, even small businesses that are outsourcing their support to in country contact centers are doing the same thing.
Which department do you work in at Amazon?
Never seen any other retailer ask me to grade someone on their empathy. But keep calling people ignorant while having regular discussions, you’re sure to win lots of friends that way. Classy.
It’s easier that some think, but it is not easy. Of course it is more convenient to just keep using the thing you are already using, and no one is saying that clicking one button and getting a package the next day can’t be a time save, just that it is not impossible or extremely difficult to stop using the service.
And retail businesses with physical locations definitely don’t do the exact same thing as Amazon, given that you can go to the store to get your item as opposed to needing it delivered.
Laziness is what keeps them in business.
Ya I find frequently I can order the product straight from the manufacturer’s website for the same price or cheaper than Amazon. No Bezos middle man.
more online stores should adopt their “subscribe and save” model though. it’s very useful and no other stores i use have something like that.
I cannot tell you how strongly I want this concept to die.
wdym? you don’t want computers to do the work of ordering the same thing for you, that you need every month?
How about: customer service was dissatisfactory but I don’t blame the representative?
Probably doesn’t matter. Having worked similar jobs in the past there’s usually a question along the lines of how you feel about the company overall and if you answer negatively the whole survey counts against them and it sometimes only takes 2 or 3 of those in a month for them to get fired.
Turnover is intentionally exceptionally high and employees aren’t usually treated that well. Pay was pretty great comparatively at the time though.
I always rate to the max unless they are dismissive or just a jerk. Then they get zero.
Alot of places give bonuses for good scores
As someone who is directly affected by this system, I do want to say it is a vast improvement over the previous system they used.
How has it changed? When I left, the CCR was 4.64, which then got upped to 4.67 a few months later. It was AWS tho.
There used to be a focus on yes the agent solved the problem, or no they did not. Having a high yes rate was important. The normals stats like call handling time still apply. But there is.more focus on actually helping the customer and really solving problems as too many people were gaming the system to look good. It better aligns with my person approach to support so I’m quite happy until it changes again . The change started a few months ago. Very recent along with other agent facing changes… typing on a mobile and tired so please forgive obvious mistakes.
I’m glad that it’s gotten better, and that you’re finding it aligns with you more! I hope they keep making improvements to it.
Having had this rating determine how well I was doing at my job really sucked!
Its a carrot that’s dangled on a stick tied to your back, you can never reach the carrot on your own, the metric is completely out of your control.
I only ever got scored badly during outages or when people were upset about something that the service didn’t do, so my overall rating was good, but even with 10 5 star ratings, it just takes 1 4 star to ruin that.
The customer correspondence rating (CCR) for our department was 4.64. That basically means that anything that isn’t a 5 is bad.
If you got a 3 and below, a team lead and a “quality” engineer would have meetings with you to correct what you did wrong.
Whenever I have to rate things now, if the person wasn’t a complete dickhead, I rate 5.
That basically means that anything that isn’t a 5 is bad.
Having only 5 is statistically impossible
The point being?
The system is designed for punishing all employees. The rating system is only used to(and designed to) shift blame from employer to customer.
I don’t quite agree, the metrics were designed to be out of your control, with the only way to meet them being doing more work than actually necessary and to always attempt to deliver the best work.
The entire purpose of anything less than 5 stars is bad is to screw employees out of bonuses and commission bumps. That is the only purpose. They do not care if a 1 star was someone accidentally clicking wrong but leave a message stating how great you were. Middle management MBA hacks will use every trick to screw the employees out of money.
