I agree that attitudes have been internalized that make ratings skewed. I will add, however, that the rating for “mean performance” on a scale is context-dependent. Examples off the top of my head: 80% is an okay-ish grade in most US schools, but 50% is atrocious. Contrast this with attractiveness on a 0-10 scale: an 8 is a superior specimen, whereas a 5 is average.
With customer service in particular, I can attest to feeling a lot of pressure to give a high rating (if I must rate) because I don’t want an employee punished as a result. Heck, this goes beyond ratings. I would be a dishonest juror if I thought the defendant were guilty of a minor crime but they were facing an extreme sentence.
Agreed: If I have in the back of my mind the knowledge that the human being I interacted with is being graded and measured on their rating, there’s definitely a “don’t screw over that person” motive.
They’re working under conditions I would find nearly intolerable and they deserve some sympathy/solidarity.
I agree that attitudes have been internalized that make ratings skewed. I will add, however, that the rating for “mean performance” on a scale is context-dependent. Examples off the top of my head: 80% is an okay-ish grade in most US schools, but 50% is atrocious. Contrast this with attractiveness on a 0-10 scale: an 8 is a superior specimen, whereas a 5 is average.
With customer service in particular, I can attest to feeling a lot of pressure to give a high rating (if I must rate) because I don’t want an employee punished as a result. Heck, this goes beyond ratings. I would be a dishonest juror if I thought the defendant were guilty of a minor crime but they were facing an extreme sentence.
Agreed: If I have in the back of my mind the knowledge that the human being I interacted with is being graded and measured on their rating, there’s definitely a “don’t screw over that person” motive.
They’re working under conditions I would find nearly intolerable and they deserve some sympathy/solidarity.