I reply to them. If they don't know what's going on, how can they fix it.
Anyone filling it out should be just as quick to praise their performance as
they are to condemn it. I have only put in one "bad" report having to do
with response time. That prompted a phone call from them and they seemed
truly concerned. All in all, I've been pleased with the service (except for
not getting a leather jacket.... oops, there goes that inane banter again).
-----Original Message-----
From: Chris Thompson [mailto:cet1@cus.cam.ac.uk]
Sent: Wednesday, April 25, 2001 14:04
To: toasters@mathworks.com
Subject: "Case survey" stuff from NetApp
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.
This archive was generated by hypermail 2b29 : Wed Apr 25 2001 - 15:53:00 EDT