Comments on: Customer Satisfaction: Results from February 2008 http://community.plus.net/blog/2008/03/18/customer-satisfaction-results-from-february-2008/ News and Updates on the Community. Fri, 21 Nov 2008 12:32:11 +0000 http://wordpress.org/?v=2.5.1 By: Carol http://community.plus.net/blog/2008/03/18/customer-satisfaction-results-from-february-2008/#comment-2553 Carol Thu, 17 Apr 2008 16:49:58 +0000 http://community.plus.net/blog/2008/03/18/customer-satisfaction-results-from-february-2008/#comment-2553 Ticket responses are currently monitored separately and assessed in a different way. Upon closing the ticket the customer is asked to rate the support they received, via the "smiley face" method, which we also use on the support pages. This feedback is reviewed daily by the Managers in the business and improvments and training issued identified. This is then fed back to the agents concerned and improvements made. I am sure a blog is required here so I am sure a TSM will pick this up and run with it. Carol Ticket responses are currently monitored separately and assessed in a different way. Upon closing the ticket the customer is asked to rate the support they received, via the "smiley face" method, which we also use on the support pages. This feedback is reviewed daily by the Managers in the business and improvments and training issued identified. This is then fed back to the agents concerned and improvements made.

I am sure a blog is required here so I am sure a TSM will pick this up and run with it.

Carol

]]> By: Chris http://community.plus.net/blog/2008/03/18/customer-satisfaction-results-from-february-2008/#comment-2205 Chris Tue, 25 Mar 2008 10:25:55 +0000 http://community.plus.net/blog/2008/03/18/customer-satisfaction-results-from-february-2008/#comment-2205 That's a good question :D The questions are structured to ascertain how the agent performed on the phone, some of the questions would be irrelevant for ticket responses. When customers close the ticket after the issue is resolved they can rate the response and add comments if required, these are picked up and checked for quality to ensure that any poor rated tickets are improved in future. That's a good question :D

The questions are structured to ascertain how the agent performed on the phone, some of the questions would be irrelevant for ticket responses.
When customers close the ticket after the issue is resolved they can rate the response and add comments if required, these are picked up and checked for quality to ensure that any poor rated tickets are improved in future.

]]> By: James Mitchell http://community.plus.net/blog/2008/03/18/customer-satisfaction-results-from-february-2008/#comment-2199 James Mitchell Mon, 24 Mar 2008 23:21:16 +0000 http://community.plus.net/blog/2008/03/18/customer-satisfaction-results-from-february-2008/#comment-2199 Why arn't ticket responses monitored and have cusotmer satisfaction tests performed on those? Why only calls? Why arn't ticket responses monitored and have cusotmer satisfaction tests performed on those? Why only calls?

]]> By: James Mitchell http://community.plus.net/blog/2008/03/18/customer-satisfaction-results-from-february-2008/#comment-2198 James Mitchell Mon, 24 Mar 2008 23:18:52 +0000 http://community.plus.net/blog/2008/03/18/customer-satisfaction-results-from-february-2008/#comment-2198 Why arn't ticket responses monitored and have the same cusomter satisfaction tests performed on them? Why arn't ticket responses monitored and have the same cusomter satisfaction tests performed on them?

]]>