Where I work, much emphasis is put on the store's customer satisfaction rating, as calculated by customers' responses to a voluntary phone survey. The tills randomly spew out a receipt slip with a free phone number on, asking customers to call it and give their opinions on their visit that day.
Their score on each question is on a scale of 1 - 5, with 5 being the best and 1 the worst. If customers rate us 4, they may as well have rated us 1 because the score only counts as positive if we get 5s for each question. We get bonuses if our average score is above a certain percentage for that period (usually a few months).
Of course, the whole thing is flawed. Last time, we all kept enough slips in our pockets to call up from home (and on occasion, work) and press 5 for every question. This boosted our rating and we all got our bonuses.
The managers go on at us about keeping the score high. This is futile. I've just called up, and a number of the questions we, as lowly retail staff on a minimum wage, have absolutely no control over.
'how comfortable was the seating?',
'how fair was the pricing in terms of value for the price paid?',
'how clean were the toilets?',
'how easy was it to move around the store?',
'were you satisfied with our product range?',
'did we have the item you wanted in stock?' etc.
Unless we are given power to procure new product lines and furniture, re-design store layout, set our stores pricing policy and stock levels and employ cleaners who don't turn up drunk every morning, I really don't see how we can affect the answers to the questions posed above. It's all dictated by a central office over 350 miles away, who are themselves dictated to by a corporate office in the USA.