Adviser feedback score false result!

funny.money

I updated my plan yesterday and all went really well - spoke to very helpful adviser - gave all 10s in the survey after. Then had a query so went on live chat - again all went well, sorted query and additional question - again gave all 10s.

This morning I awoke to a text from EE thanking me for signing up for an 08 bundle - I certainly did not with either adviser. So had to make another call to EE to get it sorted - when I asked how this had happened I was told it was 'easily done'.

So one of the advisers who I gave all 10s to clearly didn't deserve them - I wonder how often this happens, you give a score which you think represents the service given then it turns out not to have been so good and there's not a lot can be done about it - if anyone could be bothered that is.

christaitfife

I guess that the advisor clicked on something in error. This is why these companies text/ email you about your changes... mistakes do happen.

The advisors are usually involved in several conversations at once and are under a huge amount of pressure to get through chats as quickly as possible.

Seems to me it was a simple mistake, and EE done exacty as they should to rectify the error. From how it sounds to me EE provided pretty good service.

funny.money

I agree with all you say actually - my point was that whoever made the 'error' didn't deserve perfect 10 scores and I was wondering how many 10s are given and subsequently found not to be accurate - (and the mistake perhaps not sorted so quickly and easily as mine was) maybe we should all wait a couple of days to score when everything is known to have gone ok - or not.

christaitfife

I don't think there really is an issue. I am sure many people mark very low when they get good service but just not what they want/ want to hear. I'm sure it evens itself out.