This week I had two interactions with the same company (NOS SGPS), one in a shop and the other over the phone.
Both employees flagged that I would be receiving a Customer Satisfaction survey, and that it was “not about the company” but rather about their performance.
They asked me (one of them kind of pleaded): “Can you please score it 9 or 10”.
It seems clear that their performances, and most likely commissions or bonuses, are linked to the scores in those surveys. So, I wonder…
1️⃣ NPS is supposed to be a “relational” metric, but why is it used so many times by companies, to evaluate “transactional” interactions?
2️⃣ How do customers feel when they are pushed (by a feeling of guilt) to give a positive score to an employee, who they want to avoid taking a hit in their income?
3️⃣ Could the experience delivered by that employee be subpar due to process and policy (not their responsibility) rather than their competency or professionalism?
4️⃣ Do companies think that using a score as a whip is really going to drive and foster good behaviours and enhance customer experience?
5️⃣ Is this (linking performance and pay to a survey score) a best practice from an Employee Experience point of view, or is it putting unnecessary and unhealthy stress on people?
I think that companies – its so-called CX and EX / HR specialists – should ponder these (and other questions) and assess the real impact of such practices on both employees and customers.
Doctor CX 