Besides the "question relavancy" issues, the only problem I have with these surveys, is that the e-mail does not give a summary of what the closed ticket was about.
Having a ticket number, ticket summary line and server serial number in the e-mail would save me from trying to guess which trouble ticket this survey was for. (And yes, I have had times I have had multiple tickets open.)
Brian Tao wrote:
On Wed, 3 Feb 1999, Jason D. Kelleher wrote:
Anyone open a service call with NetApp within the last week?I've had a couple of trouble tickets open (and expediently closed,thank you) that have generated an e-mail request to fill out their cust sat survey. I filled the first one out (back in October), but not the second. Never received a second or subsequent notice bugging me about it. I hope this is just a glitch in their system.
I have two minor complaints about their implementation: thesurvey questions do not appear to be targeted towards the actual case, and I think they send out a survey for *every* ticket that has been closed.
One of the tickets was just for a replacement drive. The surveyasked questions like the timeliness of the engineer's arrival on-site, or how often I would have liked updates from Netapp, etc. The survey could have been better tuned to ask more relevant questions, although this is probably their first crack at it.
We just started taking "moment-of-truth" surveys where I work, andone of the selection criteria is that any particular customer should not be contacted more often than once every 6 months for a survey. I can see the annoyance factor if someone has ongoing issues with Netapp, generating a new ticket each time (and prompting a survey request). Netapp should modify the process to throttle back the e-mails.
Overall though, the survey has been extremely successful for us.We are seeing 30x the participation rate compared to our old method of placing follow-up calls with a customer. Marketing loves it, the call reps love it... I don't blame Netapp for taking the same approach. -- Brian Tao (BT300, taob@risc.org) "Though this be madness, yet there is method in't"
-- Matthew Lee Stier * Fujitsu Network Communications Unix Systems Administrator | Two Blue Hill Plaza Ph: 914-731-2097 Fx: 914-731-2011 | Sixth Floor Matthew.Stier@fnc.fujitsu.com * Pearl River, NY 10965