Every time I have some kind of interaction with a (usually large) company, I seem to get a series of automated texts or emails requesting feedback. In many cases, these seem to be utterly irrelevant and I fail to see how they can be of any use to the company.
Example: I phoned Sky yesterday to downgrade my package, as I had received yet another letter from them informing me of yet another price increase. The customer service agent took my call within a reasonable time, and processed my request without fuss. I then received automated texts from Sky asking me whether I "would recommend Sky to others based on this interaction".
Well, the answer is no - who would recommend a company based solely on the fact that their call centre were capable of basic administrative tasks ? What the feedback should have asked for, is why I was downgrading ? I could then have fed back about their constantly inflating prices losing them custom. I would have thought that would be more useful in terms of feedback, no ?
In fact, I suspect that the whole exercise is nothing more than a box-ticking exercise for the Customer Services Manager without any actual business benefit. By the way, I am not singling out Sky. I get plenty of similar requests, with the common theme of asking questions irrelevant to the matter in hand.
I am not losing sleep over this, in most cases I just ignore the mails/texts. But AIBU to think it all feels a bit spammy and to wonder whether the companies ever do anything with the feedback received ?