topic Re: Call handler states 0 to 8 is a negative feedback score? in Account & Billing

Call handler states 0 to 8 is a negative feedback score?

Anonymous — Wed, 13 Nov 2024 14:16:55 GMT

Just had a quick call over billing today (12/11/2024), the Sky rep asked if I would leave feedback, and said a score between 0 and 8 is a negative review, and 9 or 10 is a positive review. This sounds dishonest to me, and I would like clarification please. If it's not true then I shall take my business to a company that doesnt employ dishonest individuals. This person was not polite to speak to, and was not speaking English as a first language so required extra effort to communicate with on my part. Not very impressed currently..

Re: Call handler states 0 to 8 is a negative feedback score?

Anonymous — Wed, 13 Nov 2024 14:18:50 GMT

Correction :

The call was placed at 13:58 on 13/11/2024

Re: Call handler states 0 to 8 is a negative feedback score?

Daniel0210 — Wed, 13 Nov 2024 14:20:10 GMT

@Anonymous

We can't clarify that. You aren’t contacting Sky by posting on here. We are mainly customers trying to help other customers.

Re: Call handler states 0 to 8 is a negative feedback score?

Mark39 — Wed, 13 Nov 2024 14:48:09 GMT

Other companies do the same - encouraging you to mark a 5/5 score. Persosnally I take no notice and score it as I see fit - perhaps donwgrading the score slightly in light of their cheek.

Re: Call handler states 0 to 8 is a negative feedback score?

PandJ2020 — Wed, 13 Nov 2024 15:27:39 GMT

I would say 8 is a respectful rating. I would almost never give a 10.

As above, rate as you feel fit - if they think 8 is a negative score then so be it!

Re: Call handler states 0 to 8 is a negative feedback score?

caesarome — Wed, 13 Nov 2024 15:56:41 GMT

If you feel you were not happy with the service then give the lowest you feel appropriate.

Re: Call handler states 0 to 8 is a negative feedback score?

Tarrantino — Thu, 14 Nov 2024 07:33:08 GMT

Yes a lot of companies do that. The problem is quite this. You think 8 is a good score but their bosses don't. So they are just managing and explaining that. Whilst they have sales bonuses, I suspect they have a service one too. As soon as they get an 8 or lower they lose out a bit. Right or wrong? Well that's how the system works.

Re: Call handler states 0 to 8 is a negative feedback score?

PandJ2020 — Thu, 14 Nov 2024 08:20:02 GMT

@Tarrantino wrote:
Yes a lot of companies do that. The problem is quite this. You think 8 is a good score but their bosses don't. So they are just managing and explaining that. Whilst they have sales bonuses, I suspect they have a service one too. As soon as they get an 8 or lower they lose out a bit. Right or wrong? Well that's how the system works.

If they are actually achieving an 8 then that's fine. No point overrating a score as it won't incentivise them to improve.