CCab driver, delivery boys, restaurants, banks, telecom, airlines, department stores. Almost everyone pleads for your rating. Not any rating. A good rating!
I usually end up giving the highest rating unless there is a big goof-up in the service. I feel that if I don’t give him a top rating his company is going to cut the poor fellow’s incentive.
I sometimes wonder, is it a good system? If I was in their place, I would even beg for a good rating.
But the whole purpose of the exercise is to get true ratings and not biased one as mine.
I found that a Bain consultant conceptualized these commonplace customer surveys as NPS. “Net Promoter Score” (NPS), rating a measure of how far a company’s “promoters” outweigh “detractors”. Promoters vote nine and 10 when asked: “On a scale from 1-10 how likely are you to recommend our company?”. Detractors give marks of six or below.
So, NPS is a good indicator for a company, but it’s time to devise a system to avoid its people openly begging for good ratings. What do you think?
