New year's wish: Please stop asking me to rate Jim.

I have a moderate wish at the end of the year on behalf of decency. Can you please stop to asking me to rate your customer service agents after every exchange? That's just so wrong for both sides. While "Jim" may be any number of characters working for PD, they are still people. So am I and our customers. We do sometimes commend, criticize, help or yell at each other. But we do not regard ourselves as if we were some kind of commodity that deserves a rating to be qualified for further conversation or service. 

Find some other way to measure customer satisfaction with your amazing support team, please. Thank you. 

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  • Andreia Freixo
    Andreia Freixo Moderator Posts: 191 PIPEDRIVE CUSTOMER SUPPORT
    Pipedrive Employee
    edited February 25 #2

    Hi Reinhard,

    Thank you so much for taking the time to leave your feedback with us, it's truly appreciated.

    We are really sorry to hear you feel this way. The rating of the conversation helps us understand if everything got resolved or not and if our customers are satisfied with the interaction. All agents have access to these ratings and, as a former one, I can tell you it's an energy booster and truly sweet when we see that a client is happy to the point of leaving us a small message at the end. When it comes to bad ratings, this helped me to see where I could improve and even more important if there was something not solved or not clear yet.

    There are also several other factors that go into measuring agents' performance (and customers' satisfaction) -- this is just one of many. We use these ratings to help agents improve, not to penalize them or to treat them as a commodity.

    In any case, I completely understand your side too, and how it may come across that way. I will be sure to pass this feedback to the support management team so they are aware.

    Wishing you a lovely new year!

  • Andreia Freixo
    Andreia Freixo Moderator Posts: 191 PIPEDRIVE CUSTOMER SUPPORT
    Pipedrive Employee
    edited January 3 #3

    Hi Reinhard,

    Thank you so much for taking the time to leave your feedback with us, it's truly appreciated.

    We are really sorry to hear you feel this way. The rating of the conversation helps us understand if everything got resolved or not and if our customers are satisfied with the interaction. All agents have access to these ratings and, as a former one, I can tell you it's an energy booster and truly sweet when we see that a client is happy to the point of leaving us a small message at the end. When it comes to bad ratings, this helped me to see where I could improve and even more important if there was something not solved or not clear yet.

    There are also several other factors that go into measuring agents' performance (and customers' satisfaction) -- this is just one of many. We use these ratings to help agents improve, not to penalize them or to treat them as a commodity.

    In any case, I completely understand your side too, and how it may come across that way. I will be sure to pass this feedback to the support management team so they are aware.

    Wishing you a lovely new year!

    Also, please do let us know if you have further feedback about the interaction with our agents and if you have suggestions on how to best measure customers' satisfaction.

    We'd really love to hear about practices you might have come across that were more interesting to you! We are always striving to improve :)

    Thank you!