Customer rating systems are broken

Most companies rely on customer satisfaction ratings to capture honest customer feedback about their processes and teams. But are these tools collecting reliable insights?

Download the consumer survey to see the shocking results, including:

  • 52% said they had been pressured to inflate their ratings
  • 42% said employees told them they would face penalties if they didn’t get perfect scores
  • 46% said they had been offered perks and incentives in exchange for top ratings

This study shows what’s wrong with rating systems, pinpoints gaps in your rating systems, and provides tips on how to make changes to get the accurate customer feedback you need.


felt pressured to inflate their customer satisfaction ratings


were told employees would face penalties for imperfect scores


had been offered perks & incentives in exchange for top ratings

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