For a very long time Delta Air Lines has pushed the motto “Strive for Five” for their employees. The “Strive” part stands for:
And the “Five” is what we, who often fly Delta, have all come to know is their ranking system that starts with a 1 for really poor service and a 5 for great service. I know these surveys matter to Delta as they follow metrics with an almost religious fervor and thus when I am done with a call to the medallion line I almost always tell the rep that I will hold the line for the survey so I can give them a 5 and that I appreciate their help today.
That takes me to the question for this post. Reddit user “Drag6541” recently started a thread asking: “Anyone had an agent refuse to hang up?”
I had to click this one as I too have had experiences when reps have flat out given me bad, or worse wrong, info and I had to correct them. Or they simply refuse to help me when I know they could. A few of these times I have said to them thank you and good-bye and either 1) they do not disconnect the line and thus trigger the survey or 2) I am not transferred to the survey and the line just goes dead.
I find this interesting that I am not the only one experiencing this and maybe you have as well.
Another fascinating comment on the thread was from Reddit user “Naturrensing25” who claims to be a Delta Employee (who knows if true) said:
“You are correct, the surveys are a big deal to the company. You can do an excellent job with every customer, but if no one give you a 5 or they give you a 1, they will have a meeting with you once a month 🙁 it is very frustrating. P.S. 2,3, and 4 are useless. Only 1 and 5 are the ones that will help the company and the representative.“
Once again I have no personal insider knowledge to tell you if this is true or not but it does have the “ring of truth” if you will as my personal experience is that reps do seem very happy when you tell them you are going to give them a 5 when done with the call.
Also if this IS true I bet this is information the company would rather not get out to the general public and mess up their carefully monitored metrics. 🙂
I also will say I have been rather spoiled as a many year Diamond that I do most times end up with very competent agents. I can only recall once in recent memory I was routed to a non-medallion rep they were clueless over anything to do with elite upgrade certs and could not transfer me away to another rep fast enough. So I freely admit that for me my experience is likely better than the average non elite Delta flyer.
What do you think about this. Have you ever had a “bad” Delta rep hold the line to avoid triggering the phone survey? Have you ever given a rep a score lower than 5 before hanging up the call? – René
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