Quick summary
- Every answer from the 37signals team includes an immediate opportunity for the customer to rate the support answer. There are 3 smileys with a label to classify the answer as “great”, “ok” or “not good”.
- The report page presents statistics based on all those ratings, including an average in the box on the right and the latest 100 ratings at the bottom.
So far so good.
The general problem is, that a customer tends to rate the suggested solution of his problem, not the quality of the support answer. So it doesn't matter how well the supporter has written that something is not possible. Next thing? The customer is upset about the fact, doesn’t care about the nice answer and erroneously rates the answer as “not good”. So when it comes to a supporter’s rating (a rating average based on all his/her answers), despite the fact he/she is generally nice and polite, his/her ratings are bad because of given facts which aren’t even in his/her power.