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What's with the corporate obsession with customer feedback? (lemmy.ml)

submitted 1 year ago by amoroso@lemmy.ml to c/asklemmy@lemmy.ml

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If you contact the customer support of your utility company, phone carrier, bank, or other service provider you'll likely be flooded with requests to rate the experience and provide feedback. Likewise, corporate websites and email communications often solicit feedback via embedded buttons or links to online forms.

What's with this corporate obsession with customer feedback?

Are these huge piles of feedback actually analyzed and acted upon? Is customer feedback some sort of corporate cargo cult? Or maybe clever marketing by vendors of feedback tools and services?

The impression is the feedback is just discarded or ignored.

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[–] phareous@lemmy.world 8 points 1 year ago (1 children)

I think in almost all cases it is just used to reward (or more likely) punish employees through pay or continued employment. I don’t think they actually care to improve their products, processes, etc.

TLDR if you don’t give all 10s the employee gets in trouble and eventually fired, even for things not in their control

[–] wumpus@latte.isnot.coffee 0 points 1 year ago (1 children)

They don't deserve my opinion if they're that irresponsible with the data. I just stopped doing them when I learned that.

[–] phareous@lemmy.world 0 points 1 year ago

Yeah I never do them..my time is worth something and they aren’t paying