Customer satisfaction survey

bitman wrote on 10/2/2022, 11:54 AM

Hilarious; I got a mail after a few days for my submitted Vegas pro ticket from Magix Pro Support. At first, I thought good, they respond, but no, behold, it was a customer satisfaction survey on the ticket. Was I satisfied? Take a guess. Probably an automated thing after a few days of submitting a ticket, but could they not add some automation code in the sense of:

IF (customer has submitted a ticket AND support has answered the customer)

THEN send customer satisfaction survey

ELSE do nothing

I find it disrespectful to the customer and unprofessional to request a customer satisfaction survey to fill in on how you experience Vegas support BEFORE I receive ANY answer to my submitted ticket. It is like the Titanic sending out an SOS and getting a reply back from the nearest ship asking you if you were satisfied with the rescue!
Do your surveys AFTER you treat a ticket, not before.

And if you persist in sending a survey before any answer, at least add an extra option in the survey to tick "cannot answer the survey as I have not heard from support yet"

 

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Comments

bvideo wrote on 10/2/2022, 12:21 PM

OK, but for fun, just imagine there is a whole different department responsible for quality control of the service department. Go for it!

john_dennis wrote on 10/2/2022, 1:14 PM

You should try obtaining health services from any profit or not-for-profit heath care provider in the US.

"How did you enjoy filling out that stack of paper on the clipboard that we handed you when you arrived to see the doctor?"

(Even though all health records have been online for more than a decade and the first thing the doctor does when she enters the room is swing the keyboard and monitor around between her and the patient.)

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