Customer Experience
Is giving a rating on Uber or AirBnB different than a normal customer survey? On these sites your ratings can make a big difference on someone's livelihood and they also rate you. So over time, your poor ratings could begin to reflect negatively on you.
On a recent episode of the podcast Question of the Day, they tackle this issue with quest host Brian Koppelman. Check it out: 97. What If Your Uber Driver Is Less Than ‘Uber’?
I'm going to run a little experiment and complete every survey request I get for at least the next 90 days. Before I begin, I wanted to establish some criteria. Here's my reflections on good criteria after attending the Service Management Group (SMG) Forum.
I'm a cruncher. I crunch ice, Tootsie Roll Pops and mints. Give my wife a Life Saver mint, and it will last for hours. Mine are lucky to make it 60 seconds. That's a big part of why I love the mints at Sonic.
They look like slightly smaller regular starlight peppermint discs, but when my teeth make impact, they crumble into a million tiny pieces of refreshing awesomeness. The texture reminds me of the soft pastel dinner mints my grandma kept in a bowl on her buffet.
Last week as we were going through the Sonic drive-in, I mention how much I love the mints when Gina suggested I just ask for a few more. I did and they gave me a handful. Yesterday, I asked the carhop for some extra mints and she came back with this small cup stuffed with them, "That way you can just keep them in your cup holder."