not another survey ..

There seems to be a new standard for call-centres. As you reach the end of your call, the call-centre agent invites you to participate in a survey about the service.

The conversation may have been something like this:

You "I requested a ... ...three months ago. I was told that the turn around would be 72 hours. I am still waiting."
Agent "in order to assist you I will need to ask a few security questions.

- what is your name?
- where were you born?
- your date of birth?
- your mother's maiden name?
- your physical address?
- your postal address?
- home, work and cell phone numbers?"

The questions last for what seems like an eternity. Then at last it is "how can I help you?"

You describibe the issue in detail. You provide all the details you have. Long pause while the agent consults this system.

Agent: "there is no record of this request on our system. Please hold while I send an email to the xxx department."

Ten minute delay while you hold.

"I have emailed the xxx department with all your details. You will receive response within 72 hours."

De ja vu.

"Would you like to participate in out customer survey to rate the service?"

You agree and are put through to a computer voice that asks another string of questions. You must respond by selectin a number from 1 to 5 where 1 is excellent ... Then it dawns - the survey is not about the company's service at all. It is about the call-centre agent. The business has somehow forgotten that service does not begin and end at the call centre.

The 72 hours passes by without a return call.