Of course, there are times when star ratings are useful. I wouldn’t get into an Uber with a one star rating, for example. Then again, I’ve never seen an Uber with a one star rating, which makes me wonder if, like the children of Lake Wobegon, all Uber drivers are above average.
Jason Murphy says part of the appeal of customer reviews is that it gives a sense to the consumer that what they think counts. "There may be no emotion more human than wanting to believe our opinion matters,” he says. “This is the lifeblood of the whole survey industry — we all crave the chance to finally say what we really think."While I love to share my opinion as much as next person, a recent interaction with a company asking for feedback left me cold.
I was practically begged by a customer service rep in a call centre to stay on the call to answer a quick survey about her performance. The desperation in the poor woman’s voice bothered me. It seemed she was being pressured to persuade me to answer the “quick two-question survey” or face a penalty if I didn’t comply.
Out of concern for the customer service rep I stayed on the call rated my “customer satisfaction” as “5 for extremely satisfied”. But, like so many ratings, it was make up. In truth I was “1 for extremely dissatisfied” at having to waste more time feeding the corporate praise addiction.
KaseyEdwards If I was asked to rate a store before I could pay for my items, I would leave them on the counter and walk out.