Ask the right questions
Written on November 4th 2009, filed under Customer Relations, Usability with 0 comments.
I spent the better part of my evening so far on the phone with the support service of a company. About 15 minutes after I hung up they called me back. They wanted to know if I was satisfied with their service. I ran through each of the automated five questions.
1. Are you satisfied with the employee who assisted you? Yes.
2. Was our employee friendly? Yes.
3. Has our employee given you a good rational to their descision? Yes.
4. Are you satisfied with this answer? Yes.
Looking great so far huh? Where did they go wrong?
5. Are you satisfied with our service? No.
Then the nice computer told me "kthxbye".
Turns out I was satisfied by the answer, the employee, the friendliness, the lot. But I wasn't at all happy about spending an hour and a half on friday and another 45 minutes today on the phone waiting to be serviced.
Holding a customer survey? Great. But ask the right questions...
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