"You can't ask people because the experience is so universally terrible they'll just tell you it's terrible" isn't really an argument against surveys, it just means you need more specific questions they'll be fired up to answer

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BeetleB 9 hours ago | parent [-]

Let me suggest the following: Ask the nurses if they want the customer to rate them.

A significant fraction of the calls they answer are patients shouting at them because of:

- Long wait times

- They don't like their doctor

- They don't like the advice they're given (sorry, but we're not going to book you as a high priority appointment if all you can tell me is you have a headache. Sorry, we're not going to prescribe a narcotic for a scraped knee.)

- Several reasons that have nothing to do with the nurse, but the customer will still blame the nurse.

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TheOtherHobbes 8 hours ago | parent | next [-]

Classic "1 star review because UPS lost my delivery" metric.

I'd guess most people have had a situation where there's a corporate problem, the support person you talk to literally doesn't have the tools or the agency to fix it, but then you're asked to rate their performance on whether or not they solved the issue, with no option to say "Actually they did their best but this isn't their fault."

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fn-mote 5 hours ago | parent [-]

> with no option to say "Actually they did their best but this isn't their fault."

In this case, the lack of such an option is obviously a flaw in the assessment system.

How to fix that? Major political issue, I suppose.

	▲	johnnyanmac 4 hours ago \| parent [-]
		Ebay solved this decades ago. You can rate the seller and product separately. adding 2-3 ratings won't fix everything of course, but it would be a start. I suppose it is political because these companies rarely want accurate assessment of their labor to begin with. They want any justification needed to lay anyone off at any time while minimizing legal liability.

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9 hours ago | parent | prev [-]

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