I genuinely hate “How was your experience?” rating system in the end of each case because the question is really saying, “How would you rate your agent today?” There are times when I literally have to follow protocol and an unhappy customer gives a poor rating because they aren't happy in the end (which is understandable). In reality, all it does is lower my rating which my manager then thinks that I'm doing a bad job and pissing of customers, which now I'm going to get punished because of it.
Fuck, that question is so misleading. So to all customers out there, if you think the agent you're dealing with did a terrible job, then you have the right to give a poor rating. But when you're unhappy and the agent can't do anything else, remember you're actually rating the agent helping you, not your experience!