I work in NJ HQ and over heard talks about bringing back the NPS bonus. The surveys will stay the same, unfair to the rep and confusing to the customer. It is thoughtfully designed to scapegoat the representative 100% of those detractors are meant for McAdam but it is little Joe that gets it in the a--. This part will not go away. Verizon premium. Reps shaddy.
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Another metric to fire people with
Nps has always been anti frontline employee! Verizon should start communicating to their customers more effectively.
I remember when they had the stupid NPS bonus and management always had reps tell customers it’s not about Verizon it’s about the rep himself/herself. That’s crap it’s about the company and they just want you to phrase it differently to prevent people properly answering. Why have a survey if you don’t want to hear the truth?