Just needs to go away. It’s not doing anything productive for the company. It’s a platform for customers to unload on WHY they’re upset they didn’t get their way. We already lost the multipliers and it continues to only hurt the frontline employees. We can’t ask for the top ratings, but customers can penalize us by giving low scores for things that are out of our control, ie: billing, other channels, policies and procedures, other employees previous experiences, other brick and mortar locations and their own stupid assumptions. As much as you tell us “customers will give you what you deserve” being a consumer I would 100% leave a bad rating for something out of the reps control if I feel slighted in any way from preventing me of getting my way. I know it’ll be a cold day in he-l when this goes away but, do better Verizon. The algorithm never makes sense and it’s demotivating during the holidays seeing that Johnny didn’t get his iPhone 14 pro max as promised by Christmas time and you get the detractor. Tell me how that is in my control?
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RIS is NOT racist, it’s the customers that are and becuase of racist customers our paychecks suffer
is talking about surveys to deflect from Setup and go, credit cards and other commissionless metrics they are pushing.
Last month i had over 225 qualifying transactions to initiate a survey. I had 4 surveys total. This is clearly not enough of a sample size to have this count for anything even if they were all good. There should be a minimum threshold before they effect numbers and go for or against you.
- The survey isn’t racist. The customers taking the survey may be racist but that does not make the survey or the purpose of it racist.
- RIS isn’t hard at all. Seriously. I don’t kiss anyone’s bu-t or tell customers about the survey and I turn through a ton of customers relative to most other reps and I’ve been in the 88-96 percent range every year for about a decade, even when “drive to 55” was a thing with NPS, and only under 100 because of the occasional survey where the customer takes their dissatisfaction with Verizon out on me. I may have had 2 or 3 surveys where the customer had something negative to say about me, there are Karens out there.
All you have to do is be kind and make them feel like you value their business or care about fixing the problem whether you can or not. Not a bragging thing or a flex but it really isn’t difficult at all.
That said, we should absolutely class action them over linking our pay to RIS. The goals were massively unrealistic and many of the surveys we received were beyond our control. There was also a suspicious lack of surveys toward the end of the month when we were close to multiplying or a suspicious increase on surveys tied to returns, CLNRs and AAs when we were multiplying.
This is what happens when you put someone who spent years going from the mailroom to through the glass ceiling in charge. Not sure how she could reach it from her knees.
RIS is never talked about in our store. Unless some glaring bad survey comes through. That never happens though.
This is on purpose. RIS goals are there to make sure you are stuck at performing or even developing so tht vzw has an excuse to not give you STI for exceeding your PG or cut your STI for developing. With this being said does RIS help in any way? Yes it can still help with gauging customer sentiment. The correct way to do RIS would be to keep it off the PG, phrase the question so it only reflects on VZ and not the rep. If the rep sucks a customer will mention that in the verbatim anyway.
tHe sUrVEy iS AcTuaLlY RAciSt… give me a break. We really have come to a point where everything someone doesn’t like is “racist”
The surveys are actually racist. That's a fact and yes I'm surprised there hasn't been some sort of lawsuit yet.
I'm surprised there still hasn't been a class action lawsuit against big red for all the money they stole from their employees with surveys over the past several years
Ah yes. Everything is racist and white peoples fault. Snoooore.
Oh it's 100% racist. There literally have been scientific studies showing that ethic workers are more likely to get bad surveys in this kind of environment
Its a racist tool, I have a black coworker super nice guy always gives great service but he always gets bad ratings from white folks even thought he tells them about the survey .
The customer is always right is a dated and obsolete phrase. If you actually met the customers you would know this. However it's a very different story atop an ivory tower.
I like how it's just mostly ignored that they docked our pay for surveys for almost two years. I remember a store in our area lost like $400 bucks on their check because the customer thought they were rating chipotle. It's gets worse a female rep got a bad survey telling her to get out of this job and into s-x work to paraphrase and Verizon left the score but hid the survey..
Insane there was no accountability for these choices. I mean that's what happens when you practice DEI and promote from the mail room based on color not talent.
I got a detractor because we ran out of boxes to ship the trade in... I gave them everything else and sincerely apologized for not having anymore in stock. Some people suck and so does RIS.
They do that on purpose