What do you do with the the e-mail that arrives from Quality.Manager@netapp.com after a problem is closed with NetApp, inviting you to fill in a "5 STARS Survey" form? I admit I throw them in the e-wastebin.
It seems to me that providing only a method of returning these (probably only marginally meaningful) answers by e-mail is absolutely pessimal. If they really want to increase the response rate, surely NetApp should provide a method using forms at now.netapp.com? My vague recollection is that at one time a WWW-browser-based method was offered, but this doesn't seem to be the case now.
Chris Thompson University of Cambridge Computing Service, Email: cet1@ucs.cam.ac.uk New Museums Site, Cambridge CB2 3QG, Phone: +44 1223 334715 United Kingdom.