Netflix Reviews

Current Employee – been working at Netflix full-time for less than a year

Pros – Relaxed environment: Dress code very comfortable
Decent wage: Beats the heck out of minimum wage
Free account: as long as you are employed

Cons – Too much pressure on AHT. 5.5 minutes to relate, converse and fix issues. Not near enough.
Tech team needs to get their act together. Can get 3 different answers to the same question.
 Need more positive reinforcement. Scare tactics make for constant turnover.
3rd party call center..attendance policy very strict

Advice to Senior Management – Let us do our jobs! Stop confining us on time spent with the customer! We have many elderly customers who need more explanation for issues. DSat is stressed way too much. Back off on a few things..and watch that DSat drop! What is more important...a satisfied member..or how many calls we take a day.

Former Employee – worked at Netflix full-time for less than a year

Pros – Good pay, benefits, and relaxed atmosphere.

Cons – Customer service in general. For some reason going into this I did not think it would be a typical customer service experience based on my own satisfaction with Netflix for the past 3 years. It's pretty easy work, but so many people who called were lazy and/or arrogant jerks. Some of them made me feel like I was an inch tall. It was emotionally draining, especially for someone as sensitive as I am. The pressure to meet the 0% DSAT also didn't help. The survey asks about the company but it's answer is a reflection of the customer service and high DSATs effect job performance. We're expected to convey a relaxed, friendly attitude and build a personal rapport with the customer, but with pressure of the DSAT it's hard not to make everything sound forced and phony because you want to really turn it on to try get a yes out of the person. I'm an introvert so faking conversations and trying to think of chit-chat was hard for me. Do not take this job if you're sensitive and don't have strong conversational skills. You must get to know the person. It is required. I also wanted to add that the schedules and team leaders are constantly changing. It's extremely frustrating.

Advice to Senior Management – Change the survey question.

Former Employee – worked at Netflix full-time for more than a year

Pros – free food, and flexible scheduling is promoted, although in a call center, this schedule flexability is not really existent. Senior and Middle management try their best to be honest and forthcoming.
If you want something you can ask anyone and they can probably get it for you if you work for it.
Believe in promoting from within, and encouraging you.

Cons – truthfully, their open door policy on who's getting fired, or what changes are happening can be somewhat stressful at times. you don't feel a sense of job security. their feedback oriented management style just feels pressure-some.

Netflix is a team. A sports team. an ambitious and cut throat team who will trade you off if they see you're not an asset any longer, rather than encourage you to move cross functionally.

Yes, I would recommend this company to a friend

Current Employee – been working at Netflix as an intern for less than a year

Pros – Good food, free movies but rarely good ones

Cons – no popcorn or butter to use

Advice to Senior Management – More popcorn

No, I would not recommend this company to a friend

Former Employee – worked at Netflix full-time for more than 3 years

Pros – Smart co-workers with the basics of a great corporate culture.
Lack or management direction means lots of job flexibility (back-handed pro?).
Good product that has potential.

Cons – Lacking a future strategic vision from the exec team.
Not an innovation culture for engineers, more of a tinkering culture with mindless obsession to A/B testing.
Didn't learn from the Qwikster debacle and hasn't returned to a focus on customers - they're just numbers on a chart to management.

Advice to Senior Management – Realize Netflix needs to be more than just a content middle-man to succeed long term.

I had a great ride at Netflix up to the point where Reed torpedoed the company with the Qwikster idiocy. Despite the obsession with testing user experience, almost nothing was done to test consumer reaction to the Qwikster plan before it was announced (haphazardly at that).

Put customers first again and deliver the BEST combined streaming and DVD experience possible. Despite the religious conviction to kill the DVD business, wait on doing this until the rest of the population is ready for it. Forcing the issue is hurting Netflix in the short term, and this damage is opening an opportunity for competition.

No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

Current Employee – been working at Netflix as a contractor for less than a year

Pros – Free subscription, relatively high pay for the work, fun atmosphere

Cons – Completely mismanaged, focus on average call time rather than customer service

Advice to Senior Management – I understand labor is expensive, but customer service is more important than cost. Rather than outsourcing to 3rd party call centers that don't know how to answer generic questions about your service and worrying about getting customers off the line, direct those calling to educated representatives who can help them with any issue and not worry about call times. Granted, you don't want people carrying out personal conversations all day, but helping an elderly customer who is not tech savvy or trying to handle a complex billing issue should not be penalized as those are the customers you want to help in order to retain their business.

No, I would not recommend this company to a friend

Current Employee – been working at Netflix full-time

Pros – Colleagues are fantastic. People very smart and culture is collaborative. Work on very interesting projects and company moves fast - hard to get used to at first

Cons – Experience at the company highly depends on your specific manager and team and getting good feedback. Career development is sorely lacking except for those at the junior level.

Advice to Senior Management – Better processes / standards for promotion and greater opportunities for career development.

No, I would not recommend this company to a friend

Former Employee – worked at Netflix full-time for less than a year

Pros – Bleeding edge tech company, with great product.

Cons – Management cares more about metrics than your work/life balance. The buck always get's passed downhill.

Advice to Senior Management – Invest time into long term employees.

No, I would not recommend this company to a friend

Former Employee – worked at Netflix full-time for more than 3 years

Pros – The pay rate is excellent.

Cons – the time constraints are tight, the margin of error was not there and the ramifications of failure, be it machine issues, management issues, transportation issues were very harsh. Errors should be minimized, but most problems are out of the control of the management team such as a truck breaking down or a computer crashing.

No, I would not recommend this company to a friend

Former Employee – worked at Netflix full-time for more than 3 years

Pros – - great physical work environment in Los Gatos
- great co workers: highly motivated, intelligent, impressive experiences. Netflix hires people at the peak of their games
- at the time (2007-2010), it was an exciting time of growth in the online streaming space, with consistent growth in the DVD space; fun to be on the cutting edge, and high growth.
- great compensation; employees are well paid

Cons – - there is a constant sword of damocles (i.e. the threat of removal) hanging over your head. even when you think you are doing well, you can be released unexpectedly, at a moment's notice. (this results in a culture of fear)
- there is no career path; Netflix hires you to perform a job, and once that job is over, it's easier for them to let you go rather than retrain or relocate you.
- this is not the place to be if you want work/life balance; not family friendly

Advice to Senior Management – - missteps from a year ago (i.e. 2011 - Qwikster) have caused a loss of confidence in management
- there are still lots of people in the US that want to rent DVDs; much better selection, and much better accessibility. It feel like Netflix is now content to ignore them and move on. What happened to the great customer service that built the brand?

No, I would not recommend this company to a friend