Not a good survey
@luisga814 (7138)
Quezon City, Philippines
August 30, 2022 2:42pm CST
Hi, today is 3:22am. I'm still on the shift. I started my shift at 7pm and I'll end up at 4am.
My first detractor for the week is not really a detractor. It's a process one.
The customer's verbatim was "First representative did not respond at all. Reconnected twice and got the same without response. Second rep was very helpful."
That second rep is me. I assisted him well and he rated only 4/10. A detractor.
7 people like this
6 responses
@DevMrSamEleazar (14164)
• Philippines
30 Aug 22
oh that is bad. you just got promoter earlier and now its detractor
1 person likes this
@luisga814 (7138)
• Quezon City, Philippines
30 Aug 22
Yes. That's bad. It's okay that I got a detractor if it's my fault. But this one isn't my fault.
1 person likes this
@luisga814 (7138)
• Quezon City, Philippines
30 Aug 22
@DevMrSamEleazar yes. That's first advisor fault. She didn't respond to the query of the customer. I don't know if internet issue or just don't want to respond.
1 person likes this
@DevMrSamEleazar (14164)
• Philippines
30 Aug 22
@luisga814 oh so its first advisor fault?
1 person likes this
@kaylachan (84701)
• Daytona Beach, Florida
30 Aug 22
It's not your fault, you did your job well. He's judging on overall experience.
1 person likes this
@luisga814 (7138)
• Quezon City, Philippines
30 Aug 22
@kaylachan yes. He judged overall experience.
1 person likes this
@kaylachan (84701)
• Daytona Beach, Florida
30 Aug 22
@luisga814 And, it did not start out well.
1 person likes this
@luisga814 (7138)
• Quezon City, Philippines
30 Aug 22
@kaylachan it did start well because I had a promoter at the start of the shift.
1 person likes this
@jobelbojel (36791)
• Philippines
30 Aug 22
Bawi. How many promoters will you need?
Or can that be disputed if the reason is process?
1 person likes this
@jobelbojel (36791)
• Philippines
30 Aug 22
@luisga814 all the best.
We don't use promoter or detractor as our terms here. We only use perfect 5 or low score.
1 person likes this
@luisga814 (7138)
• Quezon City, Philippines
30 Aug 22
I'll be needing two more promoters. @jobelbojel excluding the first promoter that I had.
1 person likes this
@luisga814 (7138)
• Quezon City, Philippines
30 Aug 22
@jobelbojel customers rated also in numbers. 0 to 10.
If you were rated 0 to 6, that will be detractor. 7 to 8 that will be passive and 9 to 10, that will be promoter.
@luisga814 (7138)
• Quezon City, Philippines
31 Aug 22
@LadyDuck yes. That's correct.
1 person likes this
@Marilynda1225 (91013)
• United States
30 Aug 22
I'm sorry that you got a detractor when you did help the customer. It's too bad the customer directed his rating as overall and not individually whereas the 1st person should get the lower score and you a much higher one.
1 person likes this
@luisga814 (7138)
• Quezon City, Philippines
30 Aug 22
@Marilynda1225. Sad to say the previous advisor will not going to receive a survey because she didn't close the interaction. The system automatically closed it. So, she tagged it as "ignore".
