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.
At 4/25/2001 08:04 PM, Chris Thompson wrote:
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.
I hit reply and fill them out. It only takes a second, certainly quicker than going to a web site to do it. I assume that it helps them generate metrics of some sort, and from that they can at least attempt to see the trends over time. Typing this e-mail took 20X longer than filling out their survey ever does.
-- Mike Mike.Mueller@jpl.nasa.gov
Well, if NetApp performs as expected that I just toss them. If they are extraordinary in any manner, good or bad, then I fill them out and return them. I have on occasion requested tier two support either get more training or spend more time on tier one support. I have also praised to no end those that give me exemplary service.
A lot of time it I just have NetApp ship me a drive and I do the replacement. I get a form asking how they did. Well all they did was ship me a drive. This sort of adequate activity does not warrant a response from me. When I have a real problem and I am working with an engineer, then I let it be known the level of service that I receive. I do not have time to answer a case survey for every failed disk drive in my computer room.
-gdg
Chris Thompson wrote:
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.
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Chris Thompson -
Mike Mueller -
Mr. G. D. Geen