Hello,
Some of you might know me, I am head of customer care.
To enhance our customers experience with our support I plan to survey our service requests with an online feedback form. The form will include 5 simple multiple choice questions and an open textfield for general feedback.
With that form we can get more insight from our customers point of view so we can improve our service.
Here I want to discuss how often would you like to get an invitation to such a survey? Should it done be with opt-in or opt-out? After every service request?
Any other opinion is also very welcome.
Beste Regards,
Andreas Gruber
Head of customer care
Online feedback form for service requests
- fmulder
- Posts:330
- Joined: Wed Feb 03, 2010 9:46 am
Re: Online feedback form for service requests
Hi Andreas,
It would be fine to have the form after every service request. However, it would be best when the form is really simple. It would be great to have just one form with 5 simple questions and not like 10 web pages that I have to click through.
So:
- keep the form very simple so that it will only take me 10 seconds to fill in
- send it after every request
Good luck
It would be fine to have the form after every service request. However, it would be best when the form is really simple. It would be great to have just one form with 5 simple questions and not like 10 web pages that I have to click through.
So:
- keep the form very simple so that it will only take me 10 seconds to fill in
- send it after every request
Good luck