Thursday, November 24, 2011

Grading Customer Service

I just wrote up a really bad customer service experience at Yelp. (It was at the Seattle Apple Store, and you can read it here.) While I was doing this, I discovered that Yelp's grading system is lopsided. One star is "Eek!" two stars is "Meh" and it goes up from there. So--how do I distinguish between "bad customer service experience" and egregious deception or price-gouging?

This is how I rank stores. Using a 1-5 scale, if a store does a basic good job, I give it a three. Extra-ordinary service or pricing rates a four, and both together rate five. Two means a serious deficiency in service or over-pricing. One means egregious price-gouging or deception: illegal or near-illegal activity.

Croak! [2011.12.06 An omitted pronoun added and a bit of grammatical cleanup done.]