For example the other day I got a customer satisfaction survey from Blackberry after a call I made to their support desk. The survey had a question in which I was asked to rate the representative, who took my call, on different aspects. One of them was “Timely Updates: Regular status updates were provided regarding your service request.” I wouldn’t know how to answer this, since the issue I called for didn’t required regular updates. Luckily, they had a “Not applicable” option, otherwise I would have been forced to lie, and one side of the scale would be as good as the other -