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Thursday on Edge - have you received the post meal survey request?


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Last week on the Edge, after each meal on Thursday and Friday we received the complimentary five minute talk about completing a survey and practically begging for a 10 on each question.

 

The crew does outstanding job and in reality, it would have to be really terrible service or meal quality to give a score less than the maximum. 
 

Just found it to be over the top and in some ways, quite aggravating.

 

JMHO

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Posted (edited)
3 hours ago, Lane412000 said:

Last week on the Edge, after each meal on Thursday and Friday we received the complimentary five minute talk about completing a survey and practically begging for a 10 on each question.

 

The crew does outstanding job and in reality, it would have to be really terrible service or meal quality to give a score less than the maximum. 
 

Just found it to be over the top and in some ways, quite aggravating.

 

JMHO

That's because you understand it's a rating system where anything less than a 10 is perceived as unsatisfactory. It's a clash of rating cultures. People whose main exposure to numerical ratings is as absolute scale (such as 1-5 stars for movies & books, or class grades based on percentages)  will often see a 10 as reserved for perfection.  So the passenger marks 8 or 9 thinking they're giving an excellent rating when the reality is anything less than 10 will be seen as a black mark. The crew emphasizes that over and over to reach those passengers.

 

I read a book review post on goodreads recently where the poster said they'd never given a book five stars because they were reserving that for the perfect book of a lifetime and they'd never read one that met that standard. That's someone who would give all 8s & 9s on his comment card and go home thinking he's given the crew good numbers.

Edited by Cruising Is Bliss
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Rather than trying to change all of the passengers to Celebrity's bizarre use of the 1-10 rating system, it would be so much easier for all concerned if Celebrity started interpreting scores the way most people do and realize that a crew member getting an 8 or 9 is viewed as a very good employee by the rater. If anything other than a 10 is viewed as a fail, just use the ancient two option rating system:  👍 or 👎

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It's very common in service industries where employees work out of sight of supervisors. You can pretty much assume when a big business asks you to rate their employees, there's a high probability that's how they're going to see it because the average customer is much more likely to fill out rating surveys when they're unhappy or dissatisfied. It's a mindset where they're saying we have a standard our employees are expected to meet, and we can't see them while they're working so we assume if the customer was motivated to fill out the card with less than 10s, it means they probably deducted points because the employees failed in some way. I don't think that's a good system at all for something like a cruise where there's an extended period with multiple interactions but it is what it is.

It's a huge disconnect from traditional rating & grading systems where you start at zero and earn points and getting most of them is excellent because no one expects everyone to get all 10s.  This is  the employer saying to their employees the baseline is that everyone doing their job properly starts out with 10 points and the customer got mad and took some of the points away.

 

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