If you have a great Engineer experience regardless of which TAC you work with (Cisco, Juniper, etc.) and the Engineer went above and beyond please give a fair survey score and possibly follow up with their manager. Likewise for bad behavior and dodgy behavior!

Most customer service operations will use some type of variation of Net promoter [1], so those surveys you fill in when the case is closed actually have fairly big implications internally.

Some things to also remember:

• Certain TACs will pin the survey result on the last Engineer, if you have a bad experience with Engineer A, who requeues to Engineer B then B will have to face the brunt of the bad feedback until managers determine the responsibility. It also feels like a personal kick in the guts

• If you come across bad behavior or rude Engineers please contact their managers ASAP (normally their address is in their Email signature) report the bad behavior upfront and if appraising the survey based on a previous Engineer while the current one you had no issues with, please if you have time reach out to the Engineer's manager to appraise their effort individually. It's definitely held as a badge of honor for the Engineer when customers reach out directly to the manager

• Be open/forward regarding feedback, good behaviors are more likely to prosper, good Engineers are likely to be rewarded while bad Engineers are likely to be punished and leave the system. This is more important now in a time where a bulk of the support is being sent to lower cost centres and the behaviors are not shared across the entire support structure

• Changes to support centres and structures are aligned with constant bad feedback where due

Even flicking a quick "Yo Mgr, Engineer Joe Bloggs really went above and beyond on this case" is enough. Likewise for bad Engineers "Yo Mgr, Pete didn't seem really engaged on the case and avoided my calls. I wasn't happy with his tone on the phone"

[1] - https://www.checkmarket.com/wp-content/uploads/2011/06/NPS-en.jpg