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by that i mean, those are intangible, effervescent parts of a human being that should not be quantized down to a fucking amazon star system. the 'anything less than 5 stars is actually bad' thing is disgusting as well - all modern companies do this.
Having had this rating determine how well I was doing at my job really sucked!
Its a carrot that's dangled on a stick tied to your back, you can never reach the carrot on your own, the metric is completely out of your control.
I only ever got scored badly during outages or when people were upset about something that the service didn't do, so my overall rating was good, but even with 10 5 star ratings, it just takes 1 4 star to ruin that.
The customer correspondence rating (CCR) for our department was 4.64. That basically means that anything that isn't a 5 is bad.
If you got a 3 and below, a team lead and a "quality" engineer would have meetings with you to correct what you did wrong.
Whenever I have to rate things now, if the person wasn't a complete dickhead, I rate 5.
The entire purpose of anything less than 5 stars is bad is to screw employees out of bonuses and commission bumps. That is the only purpose. They do not care if a 1 star was someone accidentally clicking wrong but leave a message stating how great you were. Middle management MBA hacks will use every trick to screw the employees out of money.
Having only 5 is statistically impossible
The point being?
The system is designed for punishing all employees. The rating system is only used to(and designed to) shift blame from employer to customer.
I don't quite agree, the metrics were designed to be out of your control, with the only way to meet them being doing more work than actually necessary and to always attempt to deliver the best work.
This metric is result of human interaction and because of its nature it is subjective. There will be people who do not like your voice, appearance or existance.