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When to send "rate our service" survey and what kind of content?

Author Message
raquino
Member
#1   Posted: 2 Oct 2007 16:31
 


When is the most appropriate time to send a "rate our service" request? My thought is you send it with the email notification when a ticket has been resolved. Another option is to send it in a separate email a few hours later or the next day.

Also we would like to keep this survey short. One question-Was the service satisfactory and a comment box. Is this enough or do you typically ask for additional info?

Does anyone have any experience with this and have any suggestions?

glath
Member
#2   Posted: 4 Oct 2007 02:31
 


raquino

I think the best time would be when the ticket is resolved, any later and the customer will probably not want to be bothered or not reply,

One question we ask in our surveys is "would you recommend us to a friend?"

G.

dsteele
Member
#3   Posted: 15 Oct 2007 09:48
 


What types of survey's are you using, I am trying to implement a survey system but have not found the right fitting one?

overthetop
Member
#4   Posted: 16 Oct 2007 05:12
 


Hello,

We are using Net Promotor Score - it only uses the one question given above! It really is the only one you need

Check out www.netpromoter.com

OTT

Franknsr
Member
#5   Posted: 18 Oct 2007 08:56
 


We have used surveymonkey.com

askellaway
Member
#6   Posted: 22 Oct 2007 08:57
 


You could also try vovici.com

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