As an autistic person it blows my mind that people would rather have a dead kid than an autistic one.

Catanzaro: [Negotiates Log Grip]
Catanzaro: [Handles Salmon Ladder]
Catanzaro: [Scales Warped Wall]
Color Guy: Catanzaro is killing it so far. KILLING it!
Play-By-Play Guy: But here's where it gets tricky.
Catanzaro: [Jumps over Slow and Low]
Catanzaro: [Dodges Hawaiian Punch]
Catanzaro: [Finishes Chicken Fingers With Deadly…

Can someone make a gif of Oprah doing "You get a goal, you get a goal, everybody gets a goal"?

Contact penetration rate is looked at. There are ways around it that I wont elaborate on. Rest assured the system is broken, and JD powers ruined our industry with this. Before we could tell genuinely bad customers to pound sand. Now they just haunt you until their warranties are up.

My wife sells cars and I'm all for this. Let's say you use it to get $500 off your price of that new $43k sticker priced pickup you are getting for $38k. So the dealer's profit has gone from $2,000 to $1,500, which sounds like a nice big number but is only about 4%. (you pay higher profit margins at Home Depot and…

Well Tom, just to clarify for some of the commentators:

Aren't we all? But seriously, a 98% CSI score is grounds for pay cuts, loss of bonuses, getting a stern talking to from the boss, etc....the survey system is THAT broken. A customer who assumes that giving 95% to a sales person is doing them a favor, giving a good score (because hell, that would be a great grade in…

The real issue here is the way the surveys are used. I agree with you that it should be a tool for useful feedback, and that they would want to know where they fell short and can improve. But I'm gathering from other comments that anything less than 10/10 is a penalty, and that can translate to the customer being…

What I love is when the sales guy and finance guy both try to use NLP to close the deal.

One of the biggest things I hated about working for a large insurance company was the stupid customer surveys. As an auto damage adjuster, it didn't matter that my estimate totals were 10% lower than local average. It didn't matter that I was number two in the region for claims seen for a year, after only 9 months…

It also makes little sense to tie it this strongly to pay.

The customer satisfaction survey model is broken like this in every retail-like field, not just car sales.