Comments on: Customer Satisfaction: Results from April 2008 http://community.plus.net/blog/2008/05/20/customer-satisfaction-results-from-april-2008/ News and Updates on the Community. Sat, 06 Sep 2008 16:09:30 +0000 http://wordpress.org/?v=2.5.1 By: Chris http://community.plus.net/blog/2008/05/20/customer-satisfaction-results-from-april-2008/#comment-4722 Chris Mon, 07 Jul 2008 09:32:31 +0000 http://community.plus.net/?p=12449#comment-4722 There is also this blog from Simon:- http://community.plus.net/blog/2008/03/25/customer-contacts-into-the-plusnet-csc/ There is also this blog from Simon:-

http://community.plus.net/blog/2008/03/25/customer-contacts-into-the-plusnet-csc/

]]> By: Carol http://community.plus.net/blog/2008/05/20/customer-satisfaction-results-from-april-2008/#comment-4716 Carol Sun, 06 Jul 2008 17:58:21 +0000 http://community.plus.net/?p=12449#comment-4716 Try this link http://community.plus.net/blog/2007/06/15/quality-of-customer-support/ It looks like we could do with more info on this blogging, When I get back in next week, then I'll set someone on with this for you so watch this space :) Try this link

http://community.plus.net/blog/2007/06/15/quality-of-customer-support/

It looks like we could do with more info on this blogging, When I get back in next week, then I'll set someone on with this for you so watch this space :)

]]> By: Carol http://community.plus.net/blog/2008/05/20/customer-satisfaction-results-from-april-2008/#comment-4715 Carol Sun, 06 Jul 2008 17:54:42 +0000 http://community.plus.net/?p=12449#comment-4715 We do measure ticket responses and a blog was posted on this about 6 months ago, if I can find this I'll post a link. We use a smiley face system for rating tickets and review the feedback daily to immediately identify and address issues. We do measure ticket responses and a blog was posted on this about 6 months ago, if I can find this I'll post a link. We use a smiley face system for rating tickets and review the feedback daily to immediately identify and address issues.

]]> By: Chris http://community.plus.net/blog/2008/05/20/customer-satisfaction-results-from-april-2008/#comment-4115 Chris Thu, 12 Jun 2008 16:03:39 +0000 http://community.plus.net/?p=12449#comment-4115 @James IIRC you asked a similar question on the last 2 months' surveys, I’ll paste my answer in below for you. 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. I'll see if I can get someone to blog about the ticket responses and how customers are rating these. @James

IIRC you asked a similar question on the last 2 months' surveys, I’ll paste my answer in below for you.
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. I'll see if I can get someone to blog about the ticket responses and how customers are rating these.

]]> By: James Mitchell http://community.plus.net/blog/2008/05/20/customer-satisfaction-results-from-april-2008/#comment-4114 James Mitchell Thu, 12 Jun 2008 15:57:56 +0000 http://community.plus.net/?p=12449#comment-4114 Again you are only focusing on customer satisifaction from customers calling you. What about ticket responses? Why dont these receive the same level of analysis? Again you are only focusing on customer satisifaction from customers calling you.

What about ticket responses? Why dont these receive the same level of analysis?

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