I Think I Messed Up a Phone Survey

Miscellaneous and Personal Stuff I Must Share
1

I had to call my mortgage company about an issue, and the CSR who responded was very good. She asked if I wanted to participate in a phone survey, and I said sure. The survey had me rank my experience from completely satisfied to completely dissatisfied on a scale from 1 to 5. I think I messed up the scale I was using. I meant to answer “completely satisfied” to everything, but after it was over, the automated voice said “we’re sorry you were dissatisfied. Please let us know how we can improve our process in the future.” At which point I panicked and hung up.

Now I can’t shake this feeling that this CSR, who was nothing but helpful, has this on her record. Is there anyone here who knows more about this process (automated surveys) who knows if this is how it works, and whether I should call up the company and let them know what happened (which is my first instinct) or whether one result like this isn’t worth worrying about, as it will all wash out in the aggregation?

Thanks!

2

There’s a half a chance the bank doesn’t even run the survey. When she pushed you through, you went to another company altogether. If that was the case, even calling them back isn’t going to help anything since there’s no one you can talk to that can intercept the results and add on your comment.

I think this is one of those “I messed up, can’t do anything about it, gotta move on” type situations.

3

Some places keep notes on who spoke to which customer when they call in. There’s a chance you can call and have a note of some sort added to try to counter-act the bad rating. It’s worth a try, at least.

4

If it really bothers you, call the bank and tell them how satisfied you were. That will carry much more weight than a survey.

5

Try PM’ing Rachelellogram. She seems to know how call centre stuff works.