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Inicio > Historias > Calidad de servicio (#MILENIO @NoticiasNavarra)
2019-01-14
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Calidad de servicio (#MILENIO @NoticiasNavarra)
2019-01-14

La columna de la contraportada del Diario de Noticias, MILENIO, del lunes 14 de enero de 2019.

Me dice al terminar la reparación que le ha traído a casa de la mano de una gran empresa: “Le llamarán para una encuesta de satisfacción: un 9 o un 10 es lo correcto”. El trabajo había sido fino, el trato amable... ¿por qué no? Solía ser de los que contestaban siempre a esas llamadas a pesar de mis reticencias sobre su utilidad. Recuerdo hace años una reparación de un coche que me dejó luego tirado en medio de un viaje porque no habían solucionado el problema de fondo: no hubo manera de especificarlo en la encuesta al cliente que me hacían, porque el operario había sido encantador, solo que ineficiente. De eso, claro, no preguntaban.

Con el tiempo se ha llegado a un estado superior de abyección con las encuestas de calidad del servicio: sirven para penalizar a la persona que hace la reparación, normalmente trabajadora de una empresa subcontratada y todo lo más precario que permite la ley (que es mucho). Es decir, si tú le das un 8, es un suspenso gordo y repercute en la vida del trabajador: puede ser penalizado o no recibir el complemento pactado por servicio excelente. Así fabrican resultados impresionantes con los que se compondrán notas de prensa y memorias en papel couché para los accionistas. Por detrás, la nueva esclavitud: si va mal (y mal es un 8 de 10) la culpa es del trabajador, si va bien, de la empresa que asegura un buen servicio. Al trabajador nunca le van a incentivar por su nota, pero sin duda le penalizarán.

¿Qué hacer entonces cuando te llaman para la encuesta o te invitan a pulsar donde las caritas? Abstenerse, desaparecer, no participar con tu voto en sostener un sistema injusto y malvado. La persona que va a tu casa a reparar algo no puede decírtelo, pero lo mejor para ella es que eliminaran esa mierda de las encuestas de satisfacción del servicio. Y para nosotros también.

2019-01-14 23:52 Enlace

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