Friday CX musing for you...It happened again. I'm no longer surprised, but I'm always disappointed. Companies need TotalVOC, not this survey and score mentality.
Yesterday, another classic example of a #CX fail. Not bad service. Not rude employees. Nope, it was #SurveyGaming...
At the end of picking up my car from a maintenance visit, I was asked "If you aren't able to give us 10 stars on the survey, please let me know now so I can help you get to a 10 star experience."
I smiled (well...my eyes did...I had my mask on) said good-bye and headed on my way. A few thoughts on the drive home.
1. It's not the employee's fault. Too often a company places too much focus on "the number" and "getting that score up" that employees fear for their career success if it's not a 10. If you tell your team that their career is on the line if the score isn't higher than X, what do you think they'd do?! You bet they're pushing for those "10s".
2. A score is irrelevant by itself...and even worse...a false indicator of experience when it's gamed. The goal should never be a number; it should be a great #customerexperience Companies creating this environment aren't truly working on experience. They're just padding a score and for what reason?
Stop the survey and score mentality. Start TotalVOC.
Stop "Survey and Score" | Start TotalVOC