The Impact of Customer Service Surveys: A Perspective from Both Sides
- mclarrenconsulting
- Dec 20, 2024
- 2 min read
I used to approach customer service calls "hot"—frustrated, stressed, and ready to get straight to the point. Before the representative could even ask for my name or account number, I'd automatically provide it to "save time." When things didn’t go as I expected, I felt they just didn’t understand my situation.
Then, I found myself working in customer service and saw the other side of the story. I learned about the specific words representatives must say on each call and the metrics that directly affect their performance—and often, their income. I began to think differently about those post-call surveys.
It’s important to remember that customer service representatives don’t control company policies, pricing, or delays. They’re there to assist you within the constraints they’re given. When we base a survey rating on how we feel about the company, rather than the representative’s service, it can deeply impact that individual’s livelihood. Recovering from a poor survey score isn’t easy for them, even when they’ve done their job well.
Now, I approach these surveys with this understanding:
Be Honest, But Fair: Evaluate the representative’s service—did they listen, follow through, and communicate clearly?
Separate the Company from the Representative: If you’re upset with the company, ask the representative how to file a formal complaint or check the company’s website for the appropriate feedback channel. Don’t let those frustrations reflect on the representative if they did their best to help.
Provide Valuable Feedback: If the representative could improve in any way, share it constructively. If they went above and beyond, recognize that too.
Customer service roles are not easy, and thoughtful feedback makes a huge difference. The next time you complete a survey, think about the human on the other side of the call. They’ll appreciate it—and you’ll contribute to a more fair and supportive system.
What are your thoughts? How do you approach customer service surveys?