Recently, I had the opportunity to take my car to a body shop (it’s a long story). Once the work was done and I was checking out, the office manager mentioned to me that they would be sending me a customer satisfaction survey and encouraged me to fill it out. Then she said that only a 10 is considered a passing grade for them on the survey. A little shocked, I asked, “Is that out of 10?” and she said that yes, it was.
This struck me as surprising because that’s a pretty tough standard for your employees. But also, if you’re telling your customers that’s the rating scale, aren’t you almost leading your customers to give you 10s? In other words, it doesn’t seem (to me) to be a fair estimation of your customers’ satisfaction. Or at the very least, not the most useful estimation for making future improvements and decisions for your business.