Well, if NetApp performs as expected that I just toss them. If they are
extraordinary in any manner, good or bad, then I fill them out and return them. I
have on occasion requested tier two support either get more training or spend more
time on tier one support. I have also praised to no end those that give me exemplary
service.
A lot of time it I just have NetApp ship me a drive and I do the replacement. I get
a form asking how they did. Well all they did was ship me a drive. This sort of
adequate activity does not warrant a response from me. When I have a real problem
and I am working with an engineer, then I let it be known the level of service that I
receive. I do not have time to answer a case survey for every failed disk drive in
my computer room.
-gdg
Chris Thompson wrote:
> 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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