Customer Satisfaction Surveys

On 09/05/2011 19:17, The Natural Philosopher wrote:
> Plusnet Support Team wrote:
>> On 09/05/2011 17:18, The Natural Philosopher wrote:
>>> Plusnet Support Team wrote:
>>>> On 09/05/2011 15:05, The Natural Philosopher wrote:
>>>>> Plusnet Support Team wrote:
>>>>>> On 09/05/2011 12:48, The Natural Philosopher wrote:
>>>>>>> My general response is that if I had a problem, I'd tell them,
>>>>>>> and if
>>>>>>> not, the thing that really pisses me off most is customer surveys.
>>>>>> The surveys are typically sent when you *have* told us about a
>>>>>> problem
>>>>>> (or at least felt the need to contact us about something).
>>>>>>
>>>>>> The results from the survey help us determine/measure customer
>>>>>> satisfaction/disatisfaction.
>>>>>>
>>>>> What about 'the ticket is still open, you wankers' do you not
>>>>> understand
>>>>> or conversely, 'I have left your customer list' or 'the ticket is now
>>>>> closed due to satisfactory support'
>>>>>
>>>>> If you don't know yourselves whether your support is more useful than
>>>>> raw wet fish in a raspberry tart, why the **** should the customers
>>>>> have
>>>>> to tell you?.
>>>> The surveys aren't used /exclusively/ for customer
>>>> satisfaction/disatisfaction reporting. There's other stuff factored in
>>>> as well. IMO every little helps, and at least we care about and target
>>>> ourselves against this sort of stuff!
>>>>
>>>> I've a feeling you're unlikely to share that opinion though
>>>>
>>>>> Try spending a month on the support desk YOURSELF. Instead of
>>>>> employing
>>>>> market research companies and 'having meetings'
>>>> I already deal with my fair share of help desk enquiries.
>>>>
>>> Then if you don't know how good the support is, you are not fit to
>>> manage the support desk.
>>
>> I don't manage the support desk, and I'm not sure what leads you to
>> believe I do?
>>
>
> Well then tell your boss I said that he should sit in and do the job for
> a month, then he will (a) have learnt it (b) understand his staff and
> (c) know exactly what is wrong with it or whatever.

(d) have little tangible data to base any historic trending around

I've already mentioned (I think) that we don't solely rely on survey
results. The folk on the support desk are also routinely quality
monitored and the vast majority of calls are recorded.

Most of our helpdesk line managers probably started out on the phones to
be fair.

> THEN he is fit to manage it...and it hasn't cost him a cent in customer
> surveys, or yorkshire beefcakes or anything,.

But it would cost us money to pay somebody to do his job whilst he was
sat on the phone!

I can see the point you're trying to make to a certain degree, but I
still maintain that the sat surveys have their uses.

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