Have you ever phoned an organisation and been put through to a call centre agent, and been asked if you would be willing to leave feedback at the end of the call or by a follow-up text survey? How do...

Have you ever phoned an organisation and been put through to a call centre agent, and been asked if you would be willing to leave feedback at the end of the call or by a follow-up text survey? How do you think this might have influenced the behaviour of the call centre agent? How did your experience of the call affect your inclination to provide feedback? Would you be more likely to provide feedback when you were happy or unhappy with the agent’s handling of your call?