What is the primary purpose of the Rep Interaction Survey (RIS) at Verizon?

The Rep Interaction Survey (RIS) at Verizon is primarily designed to assess customer satisfaction with the services provided. This survey gathers feedback directly from customers regarding their experiences during interactions with representatives, aiming to understand how well their needs were met, the quality of service received, and overall satisfaction. The emphasis on customer feedback ensures that the company can identify areas for improvement and enhance the overall customer experience.

While other options might relate to aspects of the business—such as measuring call volume or evaluating employee performance—those are not the primary focus of the RIS. Instead, the RIS is specifically oriented toward understanding customer perspectives, which is critical for maintaining and improving service quality.