All,
On behalf of Network Appliance, I'd like to apologize for the multiple survey requests that were sent to many of our customers recently.
We had a process breakdown that resulted in a large number of surveys being sent all at once, in some cases, as many as 5 or 6 to the same customer.
The survey has been stopped while we correct the process problem and address feedback regarding the frequency of the survey.
Customer feedback is important to NetApp as we seek to continually improve our products and services. The responses we've received through the survey have been instrumental in driving improvements throughout the entire company, but we've also heard that customers want to be surveyed less often. The original process was to survey for every closed case, but many customers have indicated that once a month is more preferable. For this reason, when the survey process starts again, we will insure that no customer is surveyed more than once in any 30 day period.
Thank you for your understanding and patience, and my apologies for any inconvenience the survey has caused.
Michael L. Wentz Director, Service Operations Network Appliance 408.367.3685