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

[Anonymous]

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..

[Anonymous]

Correction :

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

[Daniel0210]

@Anonymous 

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

[Mark39]

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.

[PandJ2020]

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!

[caesarome]

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

[Tarrantino]

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. 

[PandJ2020]

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@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. 

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