Is it fair that we get knocked when the customer scores you incorrectly?

I don’t believe it’s fair that as employees, our pay is affected due to a customer completing the survey incorrectly. I don’t believe it’s fair that when we get an upset customer calling in and we do everything we can for that customer, and we are still unable to please them that we get scored poorly for it.

We as an employees work hard every day to provide the customer with a great customer experience. If we are unable to satisfy that customer due to the customer calling in upset due to a prior situation, and no matter what we do or say to try and fix the issue, the customer is still irate then we shouldn’t get scored poorly for that call. We have families to provide for and a job to keep. We shouldn’t be dinged for something we can’t control. I believe PCS is an unfair scoring tool for employees at Frontier Communications. We should have a voice too.