Delta Air Lines seems to love getting feedback on their employees. But a source recently pointed out a flaw in Delta’s customer feedback system. And then a phone call to a home goods customer service line, of all places, illustrates how there’s a potential job losing-or-saving issue Delta should address.
1: Give Customers Two Survey Questions When Calling Delta
Whenever you phone Delta customer service to ask help with a reservation or have a question answered, etc., you’re asked to answer a one-question survey about your specific call’s customer service.
I almost always opt-in, unless I’m really in a hurry (like, running to catch a flight or something).
The question you answer is something along the lines of: Based on your experience during this phone call, would you hire the representative with whom you spoke?
Your options are numbers 1-5, with 5 being “Yes” or the most positive possible rating (because Delta wants employees to “Strive for Five”). Submitting a “1” obviously means there’s no way you’d hire that person.
A reliable source told me Delta customer service reps really depend on those rankings — because the results can impact their jobs. If a rep isn’t getting enough 5s, Delta understandably gets a little nervous about that person.
But here’s the problem.
“There are times when a customer might be upset with Delta,” my source said, “but has no problem with the phone rep. In fact, the phone rep could have done the absolute best job possible within their control. But because the customer is mad at Delta for some reason — a rule, ticket price, whatever — they’ll press the ‘1’ button, thinking they’re giving Delta a poor rating. But in fact, they’re hurting the rep.” (Personally, I give lots of fives because most Delta reps are great. Though there have been a few instances when 3s where merited and given.)
Delta should give customers two survey questions:
One would be the standard, “would you hire this person?” or something along those lines but dealing specifically with the rep’s performance.
The other question should be something like, “How satisfied are you with Delta Air Lines”?
People who don’t want to answer one or both questions can simply opt-out.
Here’s a perfect, real-life example of why this needed.
Just last week, my father-in-law had a bad experience result after calling certain home goods store I shan’t name. (Hint: they sell floors. And decors.) “Their inventory practices are (garbage),” he said. “But the lady on the phone was great and tried to help me. So then I took a survey. I gave that lady the best rating possible, completely praised her. But then I gave the company the worst number because they stink.”
If he didn’t have the two specific questions, there’s a chance he would have accidentally zinged the rep when he, in fact, wanted to tell the company what he thinks of them.
Already in Place — Online
Delta, in fact, already does something similar with their Twitter reps. (Read about Rene’s visit to @Delta’s nerve center a few years ago!)
When you ask @Delta for help on Twitter, you’re sometimes asked to answer a survey about your experience. (Whenever my question is resolved, I ask the @Delta rep to trigger the survey, just so I can give him or her a 5). Here are some of the questions I was asked yesterday:
I wish Delta would implement something like this for their phone reps, too.
Two: Where’s the Survey for Callbacks?
When you call Delta and the hold time will be more than a couple of minutes, the automated system offers to call you back.
But my friend Larry pointed out something interesting: when you receive the callback, you’re not given the option of taking a survey about your experience with the rep. You’re simply told you’re the next in line.
Maybe Delta assumes you’ll be angry your call wasn’t immediately answered the first time around and doesn’t want to risk a bad rating?
Delta should implement a survey option here, too.
I worked jobs where customer comment cards were very important. I’m also someone who enjoys giving out Job Well Done certificates and Rene’s DIY JWD to Delta employees who have great attitudes and do their jobs well. I love giving credit when it’s due. But I’m not shy about expressing dissatisfaction, either, in the rare instances that happen.
What do you think? Should Delta add more options to the phone survey? Shouldn’t they include a survey with callbacks? Please tell us your thoughts in the below Comments section!
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