By Alan Hargreaves-Oracle on Mar 11, 2013
This morning I had my manager tell me about a survey that was taken against one of my closed calls, where we had a very unhappy and dissatisfied customer.
On having a look at the survey comments, it looks like the dissatisfaction was with a completely different call, as the comments don't bear any resemblance to anything in that particular call.
I can understand that if you've had a poor experience, that if you get a survey call, you will want to use that opportunity to express your dissatisfaction, but, ...
It's really important that if you want your dissatisfaction to go to the group that needs to hear about it that the information is put against the correct call.
You don't need to wait to see if your call is going to be randomly selected for a survey. By sending email to
email@example.com and mentioning the SR in question after the call has been closed, you can request a survey on that call. In fact, I would encourage folks to do exactly this for any call in which they want to say negative (or positive) things about.
The surveys are important feedback, but expressing your dissatisfaction against the wrong call number does not get the comments to the people who need to see them.