I fixed the guy's problem completely - the thing he called about is solved, done, working. Then the survey comes back and he's given me one star. I close ticket after ticket the right way and still get rated poorly, and I honestly don't understand what they want from me.
More people experience this than they realize.
You solve the problem but still get rated poorly, and you can't figure out why.
If this sounds familiar, the Library can help you find the bigger picture.