by that i mean, those are intangible, effervescent parts of a human being that should not be quantized down to a fucking amazon star system. the 'anything less than 5 stars is actually bad' thing is disgusting as well - all modern companies do this.
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I love how "easy" solutions are just the ignorant ones...
If it was so easy then everyone would abandon Amazon one might retort.
Researcher questionnaires are bog standard contact center kpis. You're going to find it at Amazon, damn near every other app that you use that provides customer support, and just about every service and utility you also use that provides customer support.
Is this a good thing? No, of course not, but this has very little to do with Amazon and rather the industry as a whole. Literally any other big box retailer that you would go to instead of Amazon is doing the same thing, even small businesses that are outsourcing their support to in country contact centers are doing the same thing.
It's easier that some think, but it is not easy. Of course it is more convenient to just keep using the thing you are already using, and no one is saying that clicking one button and getting a package the next day can't be a time save, just that it is not impossible or extremely difficult to stop using the service.
And retail businesses with physical locations definitely don't do the exact same thing as Amazon, given that you can go to the store to get your item as opposed to needing it delivered.
Laziness is what keeps them in business.
This is a customer service form, it might not have much to do with buying a physical product, the point the other commenter was making is KPIs (ratings based on client feedback and other factors like handle time) are extremely common in customer service roles and phone support roles for many types of companies, pointing to a industry standard as a reason to drop Amazon is a silly reason because then to be consistent you would need to drop basically any other company with a phone or chat support option, because they basically all have surveys and directly rate the support person based off of those survey repsoness, usually in a way that is "anything less then 5 stars is bad"
Which department do you work in at Amazon?
Never seen any other retailer ask me to grade someone on their empathy. But keep calling people ignorant while having regular discussions, you're sure to win lots of friends that way. Classy.
Nowhere in my post did I even say anything positive about Amazon, I literally explained this as an industry phenomena... I work in this industry and exposed to this sort of stuff daily.
I do software engineering and data science for contact center software, I'm literally the expert on this topic in this comments section, talking about this. 🤦
Google, AirBnb, Amazon, Verizon, Blue Apron, Red Bubble, T-Mobile, GameStop....etc all contract out their contact center needs, almost every single company you interact with on a regular basis contracts out their support staff to a small handful of contact center companies. And all of these companies tend to operate effectively the same, and this is bog standard stuff.
This means that the call center practices being complained about is an industry problem not a problem with a particular company, Amazon in this case.
Accusing me of astroturfing as a way to dismiss my credibility and then claiming some sort of moral high ground is extremely toxic. I even explained that this isn't a good thing, yet somehow you completely missed that.
I explained in my post, fairly clearly. I suggest you reread it instead of stopping at the first sentence. It's clear that media literacy really has went downhill.
But unsurprisingly commenters like you like to jump to conclusions without actually understanding the words written in front of them. And instead of actually arguing the point resort to personal attack instead.
Don't be a dick.