Whenever I call T-Mobile's "Team of Experts" I get a text based survey following up on how well T-Mobile does. I don't think they're used to getting frank replies. I frequently get a callback from a supervisor about my survey response.
In a recent case I called to report poor service in a specific location. The CSR did a good job looking up the location and informing that a nearby tower was out of service. I thanked her and ended the call. Got the survey and answered mostly positively. One question I always answer with a "5" is "Would you recommend T-Mobile to your friends". They seem to take this as a negative reflection on the CSR. I was asked what T-Mobile could do to "repair the relationship". I replied that there was nothing wrong with our relationship. My response was just a reflection of the reality that about half the people I know could not live with T-Mobile's coverage holes. I had to explain that until T-Mobile's coverage is equal to Verizon's, my response would continue to be about 5/10 and that it had nothing to do with the CSR because the question wasn't worded that way.
Another question that they seem to get hung up on is how well the the CSR resolved my issue. In many cases the CSR can't resolve the issue but can only pass it on to someone else. If you answer this question objectively, you'd frequently score the CSR at 0. I have mentioned in the past that the survey is defective in this regard.
So, how does T-Mobile use these text surveys? Do they understand that the questions may lead to results that don't reflect on the CSR?