Customer satisfaction e contratto di lavoro subordinato

Abstract

The essay begins with the empirical evidence on the diffusion of customer satisfaction surveys and investigates the relevance they have on employment relationships. Even if these tools, whose primary scope is to build reputation capital, respond to logics unrelated to the employ-ment contract, in reality they allow the company to acquire information about the various as-pects of work performance. The paper provides an in-depth analysis of the interference be-tween the marketing tools and the management of working relationships, which is especially evident in digital market created by IT platforms. Here, the customer evaluations not only can determine the extinction of the relationship itself, but they can in any case influence the job assignments, their timing and the remuneration. Moreover, the information that customers provide to the company are influenced by expectations, personal taste and habits and even prejudice. Therefore, the Author excludes that the implementation of customer satisfaction measurement systems could constitute acceptable means of control over work performance and, given the difference between factual reality and personal evaluation, consequently denies the disciplinary relevance of the data thus acquired. In particular, the Author retains that the negative evaluation cannot be an indication of violation of the due diligence obligation and cannot be symptomatic of the worker’s underperformance: user satisfaction does not qualify the work debt and therefore, according to the author, it can only be considered pertinent as an incentive for the purpose of quantifying the remuneration.