Visitor
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2 Messages
Re: Customer Service Rating Scale
Earlier today I had a call with an agent that was very kind and helpful. Shortly after I received a call asking to rate their services. I thought I heard the scale is from 1 to 5 with 5 being the highest, so I said 5. But now I’m second guessing myself and thinking maybe it was 1-10.
So my question is, when you ask for customer service ratings, is the scale 1-5 or 1-10? I would hate to have given a bad score accidentally. I also had to end the call midway because of the audio issue—will my ratings still 'count' even if I didn’t complete my survey?
XfinityAbby
Official Employee
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768 Messages
16 hours ago
Hello @user_n5pin3, Thank you for reaching out on our community forum! Usually our scale is rated as 1-10. Once a survey is submitted, it is processed as is, but if it is negative, a member of our leadership team will likely reach out to gain more information on the experience and provide support. If you meant to give a good score, and you do get a call you can always let the survey team know the mistake.
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