ZosGrinder
Casey NewtonOne of the worst developments in the internet was the point that every single action I took online began to generate an email asking me to "rate" the experience
Like, 98 percent of all experiences are some shade of "fine" and there is no point in asking us to write a paragraph about them
Jake Ouellette@caseynewton this, in itself, is a rating of sorts
Bret Carmichael@caseynewton That’s the same reason I don’t update my resume.
GadgetGav@caseynewton My policy is never to fill out any of them
Kévin ⏚@gadgetgav @caseynewton I only fill them out if it's linked to some contact to customer service, because some underpaid person's bonus usually always depends on it
Mark Harviston@caseynewton My Bank sends me an email when I use the ATM, like "how was your visit to the Bank Branch?" and it's like... it was an ATM? it was fine?
Wassername@infinull @caseynewton ATM provided the correct amount of small talk. 5 stars.
Arturo@caseynewton There is also no evidence that NPS (the metric obtained from those surveys) actually helps researchers improve products and services. In other words, it’s a meaningless number.
Net Promoter Score Considered Harmful (and What UX Professionals Can Do About It)
In 2003, a marketing consultant named Fred Reichheld lit the business world on fire with the Harvard Business Review article The One Number You Need To Grow. He asserted that by asking a single question—a question aimed at determining the organization’s customer’s loyalty—management could take the p
@caseynewton Or, rather, it’s meaningful only insofar as it helps stroke egos and it helps employees with their performance metrics.
ezra@caseynewton
My NPS score of this toot is… 7.
My NPS score of this toot is… 7.
Chris Wu 🪐@caseynewton but your feedback is important!
Kaelef 
@caseynewton not quite as bad as enterprise applications - practically always mandatory - asking if you’d recommend them to a friend
AJ@caseynewton I would argue the full screen pop over asking for my email address in exchange for a discount is worse, especially when they delay it.
“Hey I wonder what the back looks li-WOULD YOU LIKE 10% OFF IN EXCHANGE FOR BEING ABLE TO EMAIL YOU CONSTANTLY?”
monorail times@caseynewton I blame people who throw a fit over every single inconvenience or bug
Virginia S. O'Possum@caseynewton My nearby CVS emails me a questionnaire after every in-store purchase, too.
josh buermannFor every week spent traveling over the holidays I will apparently spend a week trying to unsubscribe from incessant requests to rate quotidian hotel stays.
endeavorance 🕊️@caseynewton “log in to check out” is up there too
Jeremiah Kistler@caseynewton if I get asked to review a human interaction and I think they are going to be reviewed by a human I write the most over the top, life changing review.
“My wife took me to Wendy’s to tell me she wanted a divorce. I didn’t know what to do or where to turn. Gary suggested I try the new Bourbon Bacon Cheeseburger and that gave me the confidence to convince my wife to try couples couseling for the 4th time. 5 out of 5 stars.”
Travis Briggs@jeremiahk @caseynewton Absolutely this. Every time I call customer service and they ask me "how they did" I rate 5/5 stars all the way down and write some comment about how "the person who helped me was extremely patient and solved my issue clearly and quickly!" even if it's total bullshit and the experience was just "fine". These people are making 8 dollars an hour and get promoted or demoted based on these bullshit ratings.
Conley Edwards@caseynewton One effective way to get in touch with executive customer service at most companies now is to go to their website or app or whatever and wait for one of those survey modals to pop up - submit it with the lowest possible score and most will then ask if you want a followup from the company directly. Now you're in! You will get a response fairly quick in most cases I have found.
Andy Cameron@caseynewton How do they not realise that asking you to rate the experience actively diminishes the experience?
Jacob Rask@caseynewton and it’s not even only online actions. I recently got an email asking to rate my purchase of a bag of sweets from a physical store. https://www.cloetta.se/imagecache/hsqahkaogefaijpvh4cd/08713800132100_C1N1.jpg
ryan@caseynewton "hi, would you like to rate your wedding suit rental [from JULY!] while it's still fresh in your memory?" was a recent gem
Michael 🗝@caseynewton a few weeks ago the water company asked me to rate how likely I am to recommend them to a friend/coworker from 0-10 and then tell them why. I gave a 0 and said “you are a monolopy utility there is no point in recommending you since there is no choice in the matter”
Andrew@caseynewton Years ago I retired from reviews. They can pay me if they want my review.
shaun@caseynewton Argh — and even when I _do_ want to provide a rating, I get sent off to some TrustPilot link that says in a tiny font “by providing feedback, a TrustPilot account will be automatically created for you,” at which point I nope out of there.
stub@caseynewton In case it was bad enough to warrant the effort of a bad review, you may get one voluntarily. If not their "best" outcome is getting permanently spam-listed. On the upside, most use one of few review providers, and all of those are spam listed since a long time. So these days the review beggers that actually get through are rather far between.
Sean Harding@caseynewton I have a series of email filters that attempts (with varying degrees of success) to make sure I never see one of these. If I have a strong opinion, I assure you that I do not need to be reminded to tell people about it.
Jérôme@sharding @caseynewton that’s the answer. I have so many email filters to get those out and keep my inbox as empty as possible.
@caseynewton @jerome Yeah I basically fired Uber from my life because their push notifications are so obnoxious and the service is useless without them.
Dale Price@caseynewton “Rate your experience a 10 and we’ll give management a raise, or rate it less and we’ll fire a low level employee who had no control over the situation” is the real trolley problem of this century.
Matt Stocum@caseynewton not just online. I got a microwave delivered a few weeks ago. Not installed, just dropped off inside my front door. Got a phone call asking me to fill out the survey in the email. What exactly am I supposed to say, “5 stars, he didn’t throw it through my window”?
keek@caseynewton product managers gonna product manage
Paul Adams@caseynewton So, just one star?
hammancheez@caseynewton I give you money you give me the donut we don’t gotta bring ink and paper into this
John Minnihan@caseynewton fascinating
how would you rate this feedback?
Bricin@caseynewton "I already gave you money, leave me alone"
Feels like the scene in "Mad Men" when Don Draper and Peggy are fighting.
Don Says: Thats What The Money Is For
Ali@caseynewton @mmasnick I have ranted about this previously, and the fact that using any kind of loyalty card in an offline environment now triggers the same response.
“I bought fuel. I tapped my loyalty card to earn flight points. I did not pay any attention to the presentation of the store, the friendliness of the checkout assistant, this week’s soft drink specials, or the range of hot food.
It is a petrol station. I bought petrol.”
Prof West Wing Chicken Shackspamgourmet.com is your friend.
John Yonchuk@caseynewton close second is the “give me all your info for 10% off!” On every online store.
Sandhu@caseynewton Replies here suggest that these things mean anything. I thought they were just another “touch point” for these corporations to spam me. Except for those when I initiated contact
James M@caseynewton Yesterday, I was asked to rate my experience with a chat bot. They had only sent me two messages, each directing me to a website to call the company.
Aatif@caseynewton A fun modern experience is that in the depths of depression and unemployment and isolation, you at least get emails from a website you bought shampoo from three years ago insisting that they really care about your opinion
The Cleric@caseynewton net promoter score is the most evil metric ever created.
James S@caseynewton I just got a message from my doctor’s office asking me to rate my doc on Google. So now the surveillance capitalists would who my doctor is, roughly the last time I saw him, where I’m currently living, etc. If I go to a specialist will they ask me to rate the specialist, which will then start targeting ads for whatever they assume I saw the specialist for? I’ve contacted the hospital to ask them to stop this invasive practice.
Brian Dupras 
Sam Gross@caseynewton I’m now being asked how my candidate experience was at jobs that reject me. (Some were good, some awful. But is the data really useful?)
@caseynewton oh there was a good one where the company never sent me a rejection email *at all* but sent me a candidate survey. Of course I’m going to say it was a bad experience!
Jeff Graebner@caseynewton Would you recommend those interactions to a friend or colleague?
Robert Hodgin@caseynewton my vote: when "no thank you" became "ask me later"
Liam@caseynewton or even in person visits, if you have any kind of loyalty card or app with a retailer and you use it at checkout, they'll send you an email a couple days later asking you to rate your visit to their in person retail store, I know Target does it if you are a member of Target Circle
Tom Walker@caseynewton I feel like this has got worse recently? It's now every single time a parcel gets delivered, for example, and it's one from the shop and one from the delivery company.
Todor@caseynewton Time for my favourite chart! Jokes aside, As a product designer I find it silly how much significance product teams put into feedback mechanisms like this. As if every ride hail or salad order hold some unique insight that needs to be quantified and analysed.
Brittle Anxious Nonlinear Inco@caseynewton this toot worked fine for me, subtracting one star for it not being a tiktok, 4/5
@caseynewton I always feel obliged to take the survey when I've been on with a real person because I'm afraid if I don't they might get a de-merit. It's a Big Brother trap from which there is no escape!
nick@caseynewton zero/10. Your company should be nationalized and your CTO should be in jail.