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.]

Comments

Post a Comment

Popular posts from this blog

The General Intelligence of Robots

“Artificial intelligence” researchers mean by the phrase “general intelligence” two things. One is simply a machine learning system that can, like humans, use its knowledge for many different tasks. This is not something that has currently been built; language models produce language, stable diffusion models produce images, and neither seem to have any concepts of the underlying realities these words and images reflect. The second is the “general intelligence,” g , derived from intelligence tests, which is believed by some to be a unifying reality behind intelligence test scores. In a paper on GPT-4 from Microsoft a Wall Street Journal Editorial by Linda Gottfredson, Mainstream Science on Intelligence is cited as providing a definition of general intelligence. It’s an appalling piece, repeating debunked claims about racial differences in intelligence and claiming as scientific consensus hypotheses that are at best debatable and at worst outright false.
Read more

A Grand Unified Theory of Bad New Economy Firms

The wildly successful internet economy firms mostly operate by evading laws. New technology which has allowed firms to move their business to less-regulated jurisdictions and a generation of deregulation and favorable court decisions have allowed these firms to be bad places to work and bad places to do business with. Here’s a catalog of some of their abuses: Evasion of local laws through national operations . Amazon notoriously picks jurisdictions with lax labor laws for its warehouses. Uber simply ignores local laws until penalized. When penalized, they initiate political campaigns to get the laws overridden at the state level. Extortionate business practices . Doordash infamously underpays its workers. Grubhub notoriously overcharges restaurants . Uber has the resurrected long-illegal practice of raising taxi rates when demand is highest. Monopolistic practices . Enforcement in this ...
Read more

Why ChatGPT?

Why ChatGPT? Why Stable Diffusion? They are destructive in so many ways, expensive to operate, and are probably ultimately going to fail, polluting the information environment for years. They don’t even make good money. So, why?
Read more