What do you do with the the e-mail that arrives from Quality.Manager@netapp.com
after a problem is closed with NetApp, inviting you to fill in a "5 STARS Survey"
form? I admit I throw them in the e-wastebin.
It seems to me that providing only a method of returning these (probably only
marginally meaningful) answers by e-mail is absolutely pessimal. If they really
want to increase the response rate, surely NetApp should provide a method
using forms at now.netapp.com? My vague recollection is that at one time
a WWW-browser-based method was offered, but this doesn't seem to be the
case now.
Chris Thompson University of Cambridge Computing Service,
Email: cet1@ucs.cam.ac.uk New Museums Site, Cambridge CB2 3QG,
Phone: +44 1223 334715 United Kingdom.
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