Some of Our Sources
- Mashable
- The Logo Smith
- Spoon Graphics
- Vandelay Design
- You The Designer
- Inspiredology
- Naldz Graphics
- Line 25
- Design Modo
- Hashedout
Help Webnuz
Referal links:
January 27, 2017 12:00 am
Original Link: http://rss.slashdot.org/~r/Slashdot/slashdot/~3/NQU7_iO7jLk/customer-feedback-surveys-could-be-considered-harmful
Customer Feedback Surveys Could Be Considered Harmful
Longtime Slashdot reader Stunt Pope writes: Customer Feedback surveys are now near-ubiquitous, subjecting us all to near-Black Mirror-esque pursuit to "rate your experience" for everything from going to the bank to ordering a pizza. Thanks to The Curse of Goodhart's Law, all of these surveys are beyond useless and even damaging. Mark Jeftovic writes in a blog post: "The shop/hire-rate-reward feedback loop has become baked-in to some systems. Many live marketplaces incorporate these feedback transactions into ratings, which then become a score which then impacts future prospects of whomever is being rated. And that's where the trouble starts. There is a point where this stops being useful and the knock-on effects of a ratings system predicated on feedback results becomes counter-productive. That point is when the ratings become targets. When a company decrees 'All customer feedback ratings must score a minimum of X, or else...' the company has just commenced the process of invalidating and corrupting all useful information to be gleaned from that feedback/survey process. A label which captures this concept is 'Goodhart's Law' -- after economist Charles Goodhart, who posited in essence that 'when a measure becomes a target, it becomes useless.'"Read more of this story at Slashdot.
Original Link: http://rss.slashdot.org/~r/Slashdot/slashdot/~3/NQU7_iO7jLk/customer-feedback-surveys-could-be-considered-harmful
Share this article:
Tweet
View Full Article
Slashdot
Slashdot was originally created in September of 1997 by Rob "CmdrTaco" Malda. Today it is owned by Geeknet, Inc..More About this Source Visit Slashdot