Not true Jeff.
I discard the surveys - always. Reason. Insufficient information to
describe what this case is about. I would prefer the email had a link I
could click on that would take me back to the case so I could be recall the
case - then allow a rating right then and there.
Alternatively, the email could have MORE case information in it - and I
would reply to that. But I won't reply to something where I no longer
recall the facts.
...Stu
-----Original Message-----
From: owner-toasters@mathworks.com
[mailto:owner-toasters@mathworks.com]On Behalf Of Mohler, Jeff
Sent: Wednesday, April 25, 2001 3:44 PM
To: Sullivan, Justin; 'Chris Thompson'; toasters@mathworks.com
Subject: RE: "Case survey" stuff from NetApp
I would think that it would take more of my time, to load up the WWW browser
to work it there, than to insert five numbers between the ()'s.
-----Original Message-----
From: Sullivan, Justin [mailto:Justin.Sullivan@netapp.com]
Sent: Wednesday, April 25, 2001 1:22 PM
To: 'Chris Thompson'; toasters@mathworks.com
Subject: RE: "Case survey" stuff from NetApp
Capital idea..
We would certainly like to have more surveys returned - we should like to
see EVERY survey returned.
You have an excellent point - why not have a web-based survey form? Easy,
friendly, quick.. Back in the days when I was a NetApp customer, I admit, I
threw them away too - too much trouble to fill out the e-mail form; who has
that kind of time anymore?
I have passed your idea along to the folks in Customer Satisfaction who can
make this happen.
Cheers!
--- Justin Sullivan Network Appliance, Technical Support Engineer Network Appliance Certified Associate justins@netapp.com Get answers NOW! - NetApp On the Web - http://now.netapp.com Tech Support Hotline: 1-888-4NETAPP-----Original Message----- From: Chris Thompson [mailto:cet1@cus.cam.ac.uk] Sent: Wednesday, April 25, 2001 3:04 PM 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.
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