DavidBee Posted June 25, 2013 Share Posted June 25, 2013 What do you guys think about this feature now it has been implemented for a while? Have you had some valuable feedback? Does it feel good to find out a reason why when a user marks marks you any lower than 10? 0 Quote Link to comment Share on other sites More sharing options...
Bubka3 Posted June 26, 2013 Share Posted June 26, 2013 We can't turn it on for say, only 1 department so we turned it off. 0 Quote Link to comment Share on other sites More sharing options...
DavidBee Posted June 27, 2013 Author Share Posted June 27, 2013 We can't turn it on for say, only 1 department so we turned it off. Sorry but your response has confused me. 0 Quote Link to comment Share on other sites More sharing options...
Bubka3 Posted June 27, 2013 Share Posted June 27, 2013 If you turn on the ticket feedback, its enabled for all departments. We don't need feedback for Sales or Abuse. 0 Quote Link to comment Share on other sites More sharing options...
Si Posted June 27, 2013 Share Posted June 27, 2013 (edited) What do you guys think about this feature now it has been implemented for a while? Have you had some valuable feedback? Does it feel good to find out a reason why when a user marks marks you any lower than 10? Overall - it has been good. Has raised the level of support across techs. However, we can't help feeling frustrated at the incorrect and illogical conclusions customers can come to. ie, telling you to implement something that has been available for years on the site etc. Where customers have submitted feedback which has been positive, a senior admin has responded to thank them. Likewise, where the customer has made a statement which is 'off the wall' - with a low score - we've also contacted that customer to clarify the position and educate them. Like all things with customers, that has worked well and been received well by some - while others didn't accept the 'extra tutoring'. Still learning the best way to use it. If you are a one-man-band operation - the one thing I would say is you MUST learn very quickly not to take what is written personally and be objective and professional in how you read what customers write. It's eye opening sometimes. Edited June 27, 2013 by Si 0 Quote Link to comment Share on other sites More sharing options...
And then there was one les Posted June 28, 2013 Share Posted June 28, 2013 I agree with bubka on this, it should be set on a per department level, that way you turn it on or of globally but it only actually triggers per department. 0 Quote Link to comment Share on other sites More sharing options...
And then there was one les Posted June 28, 2013 Share Posted June 28, 2013 we've also contacted that customer to clarify the position and educate them. Like all things with customers, that has worked well and been received well by some - while others didn't accept the 'extra tutoring'. Still learning the best way to use it. Having a personal but professional response to your clients feedback can only improve your relations. They know you are taking their feedback on board. It shows your a growing business with your clients needs at the core of your ethics. At least then the client knows your actually reading them, i often wonder when i submit a feedback somewhere if anything is ever done with it. 0 Quote Link to comment Share on other sites More sharing options...
Monkey Tree Hosting Posted October 26, 2013 Share Posted October 26, 2013 Personally, we've had some useful feedback from this feature and it has enabled us to see and locate who is working well and who isn't giving such friendly answers. We've actually incorporated an internal long-term reward scheme where staff are ranked on their support ratings, and their productivity, which we monitor using another piece of software. It really helps motivate and add a little friendly competition into the office. 0 Quote Link to comment Share on other sites More sharing options...
zomex Posted October 26, 2013 Share Posted October 26, 2013 I think it's one of the best features added recently. Since this feature has been added I'm removed the star rating functionality that used to be in tickets 0 Quote Link to comment Share on other sites More sharing options...
Roger Posted October 28, 2013 Share Posted October 28, 2013 Who ever is reading the feedback must be able to separate the wheat from the chaff.... be it a one man shop or a multi-tech support department. Agreed, not being able to enable per defined department I believe severely reduces it value. 0 Quote Link to comment Share on other sites More sharing options...
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