After Mr. Thompson's excellent suggestion of yesterday, we are already working on integrating the customer surveys with the case information on our NOW site.
For example.. You receive a message about a survey, click on the link, login to NOW, and the case information is there and a place where you can fill out the survey with your comments.
Customer feedback is EXTREMELY important to us. I really can't stress how vital it really is. You should *NEVER* get "okay" support from Network Appliance.. It should always be AT LEAST "good".
Regrettably, if you only get "okay" support, we have no way of knowing if you don't fill out the survey. :) But it is our mission to "Simplify the Customer Experience," and this is an excellent point.
Click.. Fill out survey.. Click..
<makes sense to me..>
- Justin
-----Original Message----- From: Stuart Lefort [mailto:slefort@broadcom.com] Sent: Thursday, April 26, 2001 11:46 AM To: 'Mohler, Jeff'; 'Sullivan, Justin'; 'Chris Thompson'; toasters@mathworks.com Subject: RE: "Case survey" stuff from NetApp
Not true Jeff.
I discard the surveys - always. Reason. Insufficient information to describe what this case is about. I would prefer the email had a link I could click on that would take me back to the case so I could be recall the case - then allow a rating right then and there.
Alternatively, the email could have MORE case information in it - and I would reply to that. But I won't reply to something where I no longer recall the facts.
...Stu
-----Original Message----- From: owner-toasters@mathworks.com [mailto:owner-toasters@mathworks.com]On Behalf Of Mohler, Jeff Sent: Wednesday, April 25, 2001 3:44 PM To: Sullivan, Justin; 'Chris Thompson'; toasters@mathworks.com Subject: RE: "Case survey" stuff from NetApp
I would think that it would take more of my time, to load up the WWW browser to work it there, than to insert five numbers between the ()'s.
-----Original Message----- From: Sullivan, Justin [mailto:Justin.Sullivan@netapp.com] Sent: Wednesday, April 25, 2001 1:22 PM To: 'Chris Thompson'; toasters@mathworks.com Subject: RE: "Case survey" stuff from NetApp
Capital idea..
We would certainly like to have more surveys returned - we should like to see EVERY survey returned.
You have an excellent point - why not have a web-based survey form? Easy, friendly, quick.. Back in the days when I was a NetApp customer, I admit, I threw them away too - too much trouble to fill out the e-mail form; who has that kind of time anymore?
I have passed your idea along to the folks in Customer Satisfaction who can make this happen.
Cheers!
--- Justin Sullivan Network Appliance, Technical Support Engineer Network Appliance Certified Associate justins@netapp.com Get answers NOW! - NetApp On the Web - http://now.netapp.com Tech Support Hotline: 1-888-4NETAPP
-----Original Message----- From: Chris Thompson [mailto:cet1@cus.cam.ac.uk] Sent: Wednesday, April 25, 2001 3:04 PM To: toasters@mathworks.com Subject: "Case survey" stuff from NetApp
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.
On Thu, 26 Apr 2001, Sullivan, Justin wrote:
Customer feedback is EXTREMELY important to us. I really can't stress how vital it really is. You should *NEVER* get "okay" support from Network Appliance.. It should always be AT LEAST "good".
I've been called by surveyors on the phone (for other vendors), and when I rate something as "okay" they ask "What was wrong?" Well, nothing was wrong; it was just an ordinary call! Then I have to explain what *I* think is good, because apparently they think everything should be "excellent," including as was mentioned here, just sending out a new disk. It's pretty hard to be "excellent" at that! (Unless there is a T-shirt in the box, too.)
Perhaps the rating terms could be links to what you consider "okay" or "good" or whatever. In my book, good and okay are pretty much synonymous, but you think otherwise. No offense intended; it's just people interpret these terms differently. If we know what you mean by each term, we can more accurately classify the call.
E.g.:
Please rate the tech support person for this call:
Excellent () Good () Neutral () Fair () Poor ()
Click on each of these and it brings you to a definitions page:
Excellent/wow: Service above the call of duty. You find yourself saying, "Wow, now *that's* service. Fan-fscking-tastic!" You could ask for no better, except perhaps receiving a free T-shirt for being a good customer.
Good/okay: Call was handled expeditously and was resolved in less time than expected. Person called with updates as necessary and kept me in the loop on any progress, or lack of progress.
Neutral/eh: Call was handled properly and was resolved on time, plus or minus a bit. Could have expected better, could have expected worse. Middle-of-the-road.
Fair/kinda stunk: Something slipped and the resolution was incorrect, or required more callbacks than expected. Wasn't kept informed of progress. Perhaps the process needs improvement or the person had a bad hair day.
Poor/sucked big time: Call could have been handled better by a roomful of monkeys at keyboards. Person should not be allowed to breed. Will be selling all my NetApp stock by day's end.
That's pretty much how I approximately and humorously view ratings like this, or 1-5 ratings. "Grade inflation" IMHO completely ruins any faith I have in ratings; most calls should fall in the middle rating to allow for the extreme calls to fall in a nice bell curve distribution around it. Descriptions should be worded to that goal, and adjusted on a periodic basis if the curve tends to skew towards one side, more than likely the "excellent" side. ;)
Until next time...
The Mathworks, Inc. 508-647-7000 x7792 3 Apple Hill Drive, Natick, MA 01760-2098 508-647-7001 FAX tmerrill@mathworks.com http://www.mathworks.com ---
Todd Merrill tmerrill@mathworks.com writes: [...]
Perhaps the rating terms could be links to what you consider "okay" or "good" or whatever. In my book, good and okay are pretty much synonymous, but you think otherwise. No offense intended; it's just people interpret these terms differently. If we know what you mean by each term, we can more accurately classify the call.
This surely suggests one of those irregularly-parsed verbs:
My support service is excellent Your support service is good His support service is okay
:-)
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.
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Chris Thompson -
Sullivan, Justin -
Todd C. Merrill