I agree about the tick box rubbish feedback forms. But you can use a comment box instead.
And then if the system is to give good customer service then I say let them play away. As thedaras has said a system with a verifiable element is the way to go and it does work in many companies.
You don't have to base the reward on the quantity of feedback forms for the employee. Base it on the quality.
Look at it based on objectives such as
- Was the service "above and beyond"?
- Did the employee act within the rules of the company?
- Did the employee overcome internal company procedural roadblocks to better serve the customer?
- Has the employee found a a better way for us to serve our customer?
- Can this action be considered best practice?
- Can the action be replicated across the entire business?
If managers sat down once a month and looked at all the feedback I am sure they would learn three things:
Firstly, they would get a sense of who is going the extra mile. That person/persons should be rewarded.
Secondly, they would learn issues that frustrate the customer.
Finally, they would learn more about the mechanics of the operation and how to fix the glitches.
And before any one says you can't reward staff, you can! Tap that person on the shoulder at 3 o'clock some sunny Friday afternoon and let them go home early. Even those two hours makes a difference. And often the feeling of being appreciated lasts all weekend which is more than can be said for a couple of extra euro.