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Whats with the annoying survey

buckleyp
Browser
Posts: 1
Thanks: 2
Registered: ‎20-02-2019

Whats with the annoying survey

So following a visit to the Plus.net support pages which ended up in a very frustrating live chat experience, I was prompted with a survey with a few questions.

 

One of these stood out as it asks you to "Describe Plusnet", and offers a choice from the following list :-

 

Great customer service

Goes that extra mile

Worth what you pay for them

A brand I trust

Straightforward and plain speaking

Credible broadband provider

 

Not one single negative option. Talk about a biased survey...

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5 REPLIES 5
gleneagles
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Re: Whats with the annoying survey

How else are you going to get all those 'awards'

Cheesy

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198kHz
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Re: Whats with the annoying survey

It seems you can't do anything these days without being pestered for feedback in one way or another. It's getting to the point where I ignore most of it, unless the service, product or whatever has been truly exceptional or incredibly bad.

Murphy was an optimist
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sw34669
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Registered: ‎16-02-2019

Re: Whats with the annoying survey

JonoH
Community Gaffer
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Registered: ‎29-09-2011

Re: Whats with the annoying survey


Hi @buckleyp and welcome to the forums.

@buckleyp wrote:

So following a visit to the Plus.net support pages which ended up in a very frustrating live chat experience, I was prompted with a survey with a few questions.

Not one single negative option. Talk about a biased survey...


Thanks for letting us know, was this survey in the live chat window?  

 

@gleneagles wrote:

How else are you going to get all those 'awards'

The survey results that we collect don't influence any of the awards we receive, we ask for the feedback so that we're able to improve. 

 Jono H
 Plusnet Community Manager
JonoH
Community Gaffer
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Posts: 4,319
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Registered: ‎29-09-2011

Re: Whats with the annoying survey

The only survey I'm able to find on live chat is this one,  I'd be grateful if you could let me know how to get to the survey. Thanks for your feedback.

 

Question

Answer Scale

Overall, I am satisfied with Plusnet

1-5 scale (1+2 Negative, 3 Neutral, 4+5 Positive)

Overall, I am satisfied with the service provided by my Plusnet Chat advisor today

1-5 scale (1+2 Negative, 3 Neutral, 4+5 Positive)

I found Plusnet Chat easy and simple to use

1-5 scale (1+2 Negative, 3 Neutral, 4+5 Positive)

I got everything I needed from Plusnet Chat today

1-5 scale (1+2 Negative, 3 Neutral, 4+5 Positive)

If Plusnet Chat hadn’t been available today, what would you have done?

Called Plusnet

Attempted to find the answer on the site on my own

Left the site without an answer

Raised a ticket to Plusnet

Tried again later

Tell us a little about your Chat experience today

Free type box

Would you like us to email you a transcript of this chat?

Yes/No + email free type box

 Jono H
 Plusnet Community Manager