Surviving in a World of Bad Metrics
Several months ago, I bought a new bed frame and a mattress online. While choosing which website I should buy from, I read lots of comments from different online stores and chose the one with the better Trustpilot overviews.
After waiting ten days, they called me in the morning to make the delivery arrangements. There are some restrictions to the road on which I live, so I warned them, and we arranged everything. However, the delivery personnel showed a terrible performance; they didn’t apply anything I said, didn’t follow the restrictions, and just left the bed in the back street and left. Consequently, I gave them the minimum Trustpilot score as a review with the details so that people would be warned.
After two days, something unexpected happened: Somebody called me from the firm, and wanted to learn how could he convince me to increase that score and offered me several things. In the end, when he understood I’m not that easy, he hung up and most probably called some other people who gave them low scores to convince them to change to higher ones.
0 Comments