I reply to them. If they don't know what's going on, how can they fix it. Anyone filling it out should be just as quick to praise their performance as they are to condemn it. I have only put in one "bad" report having to do with response time. That prompted a phone call from them and they seemed truly concerned. All in all, I've been pleased with the service (except for not getting a leather jacket.... oops, there goes that inane banter again).

-----Original Message----- From: Chris Thompson [mailto:cet1@cus.cam.ac.uk] Sent: Wednesday, April 25, 2001 14:04 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.