topic Re: Surveys in Get Support

Surveys

kav2001c — Wed, 05 Jan 2022 08:30:55 GMT

Interesting

A while back I had commented on how some mods seemed to be able to fix issues quicker than others

Jeremy had even chipped in that we should be patient with newer mods who were still learning certain things

After my last contact and issue was resolved, they now have a feedback link embedded in the email (just one of those quick are you satisfied, comments, is issue resolved etc)

This is something new (never saw before in all my responses)

Goes to show Public (Telus) is listening and making serious attempts to handle the volume

Re: Surveys

mimmo — Fri, 03 Nov 2017 02:16:00 GMT

I noticed there were 15 mods in the form.

my favorate question was "would you reccomend PM to friends" (or soemthing similar).

the missing question was the openended other comments question, where I would have said yes will reccomend, but depends on the available plans and .their price.

Re: Surveys

will13am — Fri, 03 Nov 2017 03:23:19 GMT

@kav2001c, this survey thing doesn't always come along with every interaction. I have received it once so far. Subsequent to receiving that survey, I have had two other interactions that didn't have one. So, 1 out of 3.

Re: Surveys

will13am — Fri, 03 Nov 2017 03:24:00 GMT

@mimmo wrote:
I noticed there were 15 mods in the form.

my favorate question was "would you reccomend PM to friends" (or soemthing similar).

the missing question was the openended other comments question, where I would have said yes will reccomend, but depends on the available plans and .their price.

Lol, survey questions are loaded and not meant to be challenging.

Re: Surveys

kav2001c — Fri, 03 Nov 2017 03:28:42 GMT

@will13am hmm interesting... maybe only certain issues are eligible?

My most recent was an account credit

Re: Surveys

will13am — Fri, 03 Nov 2017 03:35:11 GMT

@kav2001c wrote:
@will13am hmm interesting... maybe only certain issues are eligible?
My most recent was an account credit

No idea, my inquiry was about addon usage. The conspiracy theorist in me says the customer is going to get a survey 10 out of 10 times for the easy stuff for which a resolution was given. No point in asking for mud to be slung in the face otherwise.

Re: Surveys

ShawnC13 — Fri, 03 Nov 2017 04:42:15 GMT

@kav2001c, you aren't suggesting that PM is picking the low hanging fruit and only sending surveys o those issues?? hmmmmmmmm

Re: Surveys

will13am — Fri, 03 Nov 2017 15:37:01 GMT

@ShawnC13 wrote:
@kav2001c, you aren't suggesting that PM is picking the low hanging fruit and only sending surveys o those issues?? hmmmmmmmm

Everybody games surveys to some extent. The best approach is to treat the normal running of the business as an ongoing survey.

Re: Surveys

Mary_M — Fri, 03 Nov 2017 15:45:13 GMT

Hello beautiful community members!

As some of you may have seen, we have been sending out survey links at the end of our interaction. The reason why we don't send them at the beginning is to gather your feedback but to always ensure that your issue/concern is resolved/answered to before actually gathering comments.

We've come a long way and your feedback helps and continues to help in improving our brand 🙂

(PS we are human - not bots, so it happens that we might forget a link here and there 😛 )

Have a nice weekend everyone !

Mary

Re: Surveys

stonechucker — Fri, 03 Nov 2017 15:57:54 GMT

@Mary_M any and all help from the MODS and other team members is truly welcomed and as an end user of your service, with the few hiccups I've had, and the numerous delays during promos, I'm still more than happy with the level of help we get.

All things great!

Re: Surveys

Mary_M — Fri, 03 Nov 2017 16:00:39 GMT

Thanks @stonechucker, we're definitely aware of the issues and hiccups - but we're here to help regardless 🙂 thank you for the feedback ❤️

Mary

Re: Surveys

Michael77 — Fri, 03 Nov 2017 16:43:39 GMT

@Mary_M,

Thanks for the explanation! 🙂

Re: Surveys

Mary_M — Fri, 03 Nov 2017 16:55:28 GMT

anytime @Michael77 😉

Re: Surveys

alamfaha — Fri, 03 Nov 2017 17:00:35 GMT

Absolutely, very impressed with the survery feedback option.