Customer satisfaction scores are another stick to beat workers with. In my experience, they can be used to back up disciplinary action, can be used for or against you in terms of promotion and are another meaningless metric that customer service workers have to achieve on top of sales, call handling time etc. Often anything less than 10/10 is unsatisfactory which is massively unreasonable because in most people's minds 8/10, 9/10 would be a very positive experience.
When a customer goes out of their way to write an email to the company to either praise or complain about the service they've and name the worker, this is often communicated to management and they are expected to take action on it whether that's praise or criticism. You'll get more Karens going out of their way to write a scathing rebuke to corporate than you'll get someone going out of their way to write about their positive experience.
So what I've started doing is anytime I'm in a store or I call a company, I make a mental note of the person's name and roughly what time I was there. Doesn't matter if all they did was say hello and hand me my change. I'll write an email to the company about what fantastic service I received from [name] and what a credit they are to the company.
No doubt when that's communicated to them (if at all), they'd think “What the fuck?”. However, are they on a final warning? Are they going for promotion? That email that took me two minutes to write might be the difference between being fired or an extended warning, it could be something to bring up when interviewing for that supervisor role.
Fuck customer service scores.